Major Incident Specialist
4d ago

Do you have a track record of continual success and a desire to achieve great results? Can you work effectively under pressure?

Do you want to be proud to work for a company that respects its people and is at the forefront of technology?

  • We are looking for a Major Incident Specialist who is comfortable communicating with a wide range of internal and external customers including;
  • Fujitsu Customers, Problem Management, Service Delivery Management and many more. In this role you will be responsible for handling all first level escalations and ensuring incidents are progressed through to resolution and service is restored quickly and in accordance to our service level agreements with our clients.

    This role is ideal for someone who is looking to step out of a Service Desk operation and wants to be part of a high performing team to take the next step in their career.

    This role works on a rotating roster and you will therefore needed to be flexible to work shifts.

    Responsibilities include :

  • Providing end-to-end Management of all High Severity Incidents.
  • Communicating details of the High Severity Incident and subsequent updates to the Customer and Fujitsu Management
  • Adhering to the requirements of the Customer contract with regard to SLAs and notifications.
  • Ensuring that effective linkage occurs between interrelated ITIL processes : Incident, Problem, and Knowledge Management
  • Producing High Severity Incident Reports for the Customer.
  • Documenting and managing all recommendations provided in the Severity 1 Incident Reports.
  • Ensuring that work logs of all High Severity Incidents are updated with its progress.
  • Core skills :

  • Experience in IT Service Support in the outsourcing industry
  • An analytical problem solving approach
  • Excellent reporting skills; written, analytical and statistical
  • Experience working within the ITIL framework and the ability to apply ITIL principles and practices
  • Excellent stakeholder management, relationship building, communication and negotiating skills
  • A strong Customer Service and team focus
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