Primary Tasks and responsibilities
- Analyse open incidents structurally (ticket system) in all support lines based on existing dashboards and reports
- Suggest structural improvements to Service Desk staff (1st support line) to achieve the highest standards of service quality delivered to our customers
- Suggest day-to-day improvements to the Service Desk (1st support line) for better management of incoming incidents
- Present, at regular intervals, existing process incident management dashboards/reportings to the organisation's management or stakeholders
- Suggest structural improvements to IT management in terms of governance and process incident management, and any improvements to avoid or reduce the number of production incidents
- Ensure follow-up of the oldest open production incidents (follow up with the relevant support team, organise meetings with the requesting customer, etc.)
- Act as the escalation point for any open incident/service request or customer complaint, and follow it up until resolution
- Organise exceptional campaigns to clean up open incidents with support teams, with a mandate from his/her management
- Help design new Process Incident Management reports to better understand the reality of the field
- Act as a back-up during the absence of the Major Incident Manager, coordinating production incidents (from P1 to P2) until their resolution, in compliance with the major incident process and our support SLAs
- Work closely with the Major Incident Manager on major and non-major production incidents
- Work closely with the Problem Manager (who belongs to the same team) to ensure that adjacent problems are followed up and structurally resolved; the aim being to avoid any recurrence of a production incident (major or non-major)
- Participate in the evaluation of the effectiveness of our support processes and models as part of the SIP (Service Improvement Plan)
- Answer questions from the Tribe Manager or a member of IT management with a brief explanation of a major production incident in progress
