Job Application

Technical Skill: -

• Incident management facilitating timely resolution of customer IT issues within agreed SLA targets including escalation, communication, and coordination with internal and external parties.
• Developing and documenting Incident processes and protocols.
• Uses 8D methodology to investigate and resolve incidents. Produces regular Incident summary reports for purposes of communication.
• Availability Management - ensure that services and underlying infrastructure are available in alignment with both business need and contractual obligations of suppliers. Communicate service status/issues to connected car service stakeholders.
• Development of a knowledge base for internal and external support teams which increases FTF (First Time Fix) rate of Customer issues and implementation of process improvements from lessons learnt
• Prior experience of Incident and other ITSM processes
• Strong knowledge on Service Now - mainly in Problem, Change, Major Incident and Reporting modules.
• Excellent leadership skills and ability to collaborate with team members.
• Strong problem solving, analytical, and time management skills.
• Ability to work to deadlines including attention to detail and multitasking skills