*** Incident Manager Opportunity in Belgium***
Monitor the resolution of open incidents and take the necessary actions in order to achieve SLOs / SLAs.
Monitor resolution life cycle:
o Ensure incidents are handled according to process policies, guidelines and procedures.
o Verify that necessary resources are available and working on the resolution,
o Facilitate communications between process stakeholders and keep them informed (Incident Initiator),
o Evaluate whether an escalation is necessary and, in this case, initiate it.
o When the monitored incident is perceived simultaneously by multiple users, create a ticket in the Service Management Tool and collect necessary information.
o Promote transfer of knowledge towards support lines.
o Address recurrent incidents to the problem management.
o Provide feedback to the Process Owner to improve the Incident Process quality.
* Coordinate escalation actions:
o Check content of the incident record that has been proposed for escalation.
o Confirm escalation and communicate escalation level.
o Manage escalation according to defined procedure
If you interested in this role then please send your updated CV to Anastasis Samaras at firstname.lastname@example.org