The primary objectives are to assist with restoring IT service interruptions as quickly as possible and to minimize the impact of incidents to the business.
MIM/PRB - Coordinates resources and action items related to the resolution of Major Incidents and Problem investigations.
MIM/PRB – Serves as an escalation point for MIM and Problem-related activity.
MIM/PRB – Assist with the definition and implementation of tool enhancements.
MIM/PRB - Leads various process improvement initiatives and associated documentation.
MIM - Communicate the details of Major Incident status to appropriate parties.
PRB – Coordinates and Executes Problem Root Cause Analysis and maintains related Information. (Known Errors, Workarounds)
PRB - Maintains Problem record and status information. (Solution Implementation)
Responsibilities:
Use the defined Major Incident and Problem Management process’ to coordinate the effort of service restoration and to prevent re-occurances.
Lead process improvement initiatives.
Establish a relationship with the tool team and participate in various dev story submissions, QA, and validation efforts.
Validate an incident impact and priority to qualify the event as a “Major Incident”.
Draft and publish various Knowledge Solutions.
Transition of Major Incident information into the Problem Management process.
In a call center rotation, serve as the Point of Contact for Major Incident Management.
Problem-related tasks will be handled outside of the Major Incident call center rotation.
There are times when weekend or after-hours work is required for Major Incident responsibilities.
Collaborate with cross functional IT teams and the business regarding the restoration of services.
Deal with critical situations in a professional and timely manner.
Generate appropriate communications.
Identifies system or process areas where quality is lacking.
Provide status updates in Problem Management meetings.
Host various meetings with area SME’s to obtain problem resolution.
Must be proficient at reading and interpreting technical language, problem descriptions, various snippets of code and logic.
Requirements
3+ years of experience working in an Enterprise IT environment
Minimum of 5 years customer service experience.
Associate degree in Computer Science, Information Systems, Business Administration, or related field.
Experience operating within an ITIL framework
Hands on Experience with IT infrastructure administration a plus (Networking, operating systems, server configurations, app hosting etc.)
Working Knowledge of Software Development Lifecycle (SDLC) a plus.
Experience with Data Analysis and reporting
Company offers
Working in a global organization with focus on diversity;
The possibility to enhance your career;
A purposeful and exciting environment focusing on providing a healthier future for patients!
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