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incident response Controller iiFujifilm

Salary: Agreement
Work form: Full time
Posting Date: 06/08/2022
Deadline: 06/09/2022
Job Description:
The main functions of the Incident Response Controller are as follows:
Coordinating tasks with the Quality Management Team and TaPS to ensure incident and problem recording, monitoring, tracking, categorisation and reporting are possible.
Maintaining incident and problem records and assists in categorising and allocating incident and problem management related work requests.
Conducting post incident investigations to assist with the identification of incident root cause and preventative actions.
Developing formal incident reports for TaPS management approval and on forwarding to Account Managers for review and client response.
Administrative and documentation duties, as required.
Looking for areas for improved effectiveness and efficiency by focusing on continuous improvement of incident and problem management systems and processes.
Extent of Authority:
Observe FUJIFILM DMS and TaPS Incident and Problem Management Policies and procedures.
Contribute towards the development of quality systems and procedures to ensure seamless TaPS support is provided to users.
Communication/escalation procedures are established and maintained for incident management between TaPS, business representatives and FUJIFILM DMS customers.
Assist in developing and maintaining effective Incident Response and Problem Management processes for TaPS teams
Co-ordinate support teams to perform triage, to identify and or fix incidents and provide support
Main Activities:
Co-ordinate Incident Response investigations with support and technical teams
Communicate and record Incident events, progress reports, corrective actions, and root cause and preventative actions to BPO business representatives as required
Assist in identifying service improvements to increase customer satisfaction and process efficiencies.
Action and resolve incidents using standardised, and documented procedures
Monitor Incident and Problem queues
Incident and problem management reporting, tracking and administration
Ensure Incident records are captured in a timely manner
Prioritise Incidents and Problems according to client SLA's and defined target dates, respectively
Maintain incident management systems and processes
Escalate as required to IT Service Manager and/or General Manager Information Security and Governance.
Use or wear personal protective equipment (PPE) e.g. vests, ear plugs, safety shoes, safety goggles etc. as per PPE requirements in your designated work area.
Ensure you do not discriminate against, harass or bully co-workers, prospective co-workers, FUJIFILM Data Management Solutions Pty Limited (FUJIFILM DMS) sub-contractors, visitors, clients or customers and ensure you treat people with fairness and respect in the performance of your duties.
Ensure all FUJIFILM DMS policies, including Business Management System and Security policies and procedures are adhered to.
Ensure Work Health and Safety policies and procedures are adhered to.
Ensure that you, and employees within your area of responsibility, take care at all times to work in a safe manner and report workplace hazards.
Key Skills:
Communications - external & internal
The Incident Response Controller must be able to communicate effectively with staff and business representatives. Demonstrated by his/her ability to escalate problems as they arise and liaise with technical teams to formulate incident responses.
Service
The Incident Response Controller is expected to provide assistance to both external and internal customers. He/she will help resolve problems or direct the customer to the appropriate department person for help. In the case of external customers the Incident Response Controller will contact the correct department for the customer. To do this the incumbent will need to demonstrate knowledge of the technical resources available throughout FBDMS IT.
Quality Control
The Incident Response Controller is expected to know the Quality Standards required by TaPS. The incumbent must be able to demonstrate his/her knowledge of FBDMS Quality procedures by continually delivering quality output and systems.
Improvements
The Incident Response Controller will be actively involved in isolating problem areas and suggesting and implementing improvements. He/she will write and check new procedures and will constructively critique and change these procedures if necessary.
Product and Services Knowledge
The incumbent will have knowledge of the range of standard software products delivered by TaPS and be able to describe them to business representatives and customers.
Documentation
The Incident Response Controller will develop procedures with the support of the IT Service Manager and assist in the implementation and training
Key Skills:
Communications - external & internal
The Incident Response Controller must be able to communicate effectively with staff and business representatives. Demonstrated by his/her ability to escalate problems as they arise and liaise with technical teams to formulate incident responses.
Service
The Incident Response Controller is expected to provide assistance to both external and internal customers. He/she will help resolve problems or direct the customer to the appropriate department person for help. In the case of external customers the Incident Response Controller will contact the correct department for the customer. To do this the incumbent will need to demonstrate knowledge of the technical resources available throughout FBDMS IT.
Quality Control
The Incident Response Controller is expected to know the Quality Standards required by TaPS. The incumbent must be able to demonstrate his/her knowledge of FBDMS Quality procedures by continually delivering quality output and systems.
Improvements
The Incident Response Controller will be actively involved in isolating problem areas and suggesting and implementing improvements. He/she will write and check new procedures and will constructively critique and change these procedures if necessary.
Product and Services Knowledge
The incumbent will have knowledge of the range of standard software products delivered by TaPS and be able to describe them to business representatives and customers.
Documentation
The Incident Response Controller will develop procedures with the support of the IT Service Manager and assist in the implementation and training
Fujifilm

Other Info

Philippines
Permanent
Full-time

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Fujifilm

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