in cident control spe cialist iStefanini

Details:
The End to End Incident Control is a service that oversees the lifecycle of all tickets for the entire IT organization. If the workflow is broken, the Incident Control team reacts to ensure swift remediation and drive towards resolution. At the same time, the team takes a proactive approach to detect and prevent process or KPIs/SLAs failures.
The purpose of this service is to oversee the lifecycle of all Incident/Request Tickets (no matter the assigned Support Group) in order to detect and prevent process failures or even SLAs/ KPI failures. In order to do that, the process is targeting all tickets that indicate a possible deviation from the ideal lifecycle. The following ticket types are analyzed:
· Bouncing tickets
· Chased tickets
· About to breach SLA tickets
· Aged/Breached tickets
· Untouched tickets
· VIP tickets
· Tickets flagged for feedback
Three ways to manage tickets:
· Proactive - act upon tickets prior to them breaching the SLAs/KPIs
· Reactive - act upon tickets that have flagged process failures, or have already breached the SLAs/KPIs
· Preventive - perform root cause analysis in order to determine root cause for failures and trigger/flag improvement opportunities
Job Responsibilities:
Responsible for the day-to-day quality and integrity of the Incident Management process (real time)
Coordinate high priority ticket handling
Monitor and identify information including but not limited to ticket avoidance and shift left opportunities on a recurring basis
Facilitate outage/significant event communications, remediation, records, and reports
Ensure ticket response thresholds are met throughout the entire Incident Management lifecycle
Responsible to monitor, analyze and act upon the contacts submitted to the global IT Specialist Level 1 staff
Facilitate, initiate and/or propose actions to ensure the highest standard of customer service in accordance with Stefanini values and contractual agreements.
Ticket volume, frequency, Impact and outcome analysis
Develop and/or distribute various daily or weekly report
Job Requirements
Details:
Job Requirements:
Knowledge of IT best practices, industry trends and excellent customer service
Ability to effectively communicate technical information to non-technical audiences
Proven Customer Service experience in the Information Technology field, handling challenging and unique situations
Effective communication skills - written, verbal, listening
Ability to present and communicate to small groups which may consist of peers and/or management
Solid documentation skills with keen attention to detail
Ability to complete special projects/assignments with minimal supervision
Ability to search internally/externally for support information
Ability to multi-task and change focus quickly and efficiently
Team and customer-oriented attitude
Shift flexibility performing services for a 24 x 7 Global customer
Outstanding attendance and schedule adherence
ITIL Foundation Certification preferred
ITIL Intermediate Certification preferred
Additional Note:
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Stefanini

Pasay City, Metro Manila
Permanent
Full-time