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Incident Management Coordinator

Accenture Services, s.r.o.

Place of work
Prague

Contract type
full-time

Wage (gross)
n/a

Information about the position

Job description, responsibilities and duties

Responsible for monitoring various global Network Monitoring and ticket buckets for dedicated clients to ensure timely assignment and resolution of incidents to meet SLAs. This does include dealing with the involved engineers and technical staff, sending client communication & escalation and provide executive updates per defined Operations processes. Some basic troubleshooting is also necessary.

Key Responsibilities:

Providing complete and accurate information on the event which helps in providing appropriate resolution
Responding to mails or calls made by Service Desk or Specialist Support Team on time, to ensure timely resolution of the event
Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, communications and escalations
Routing the requests to Specialist Support Team
Monitoring the status and the progress towards the resolution of all the open Incidents
Keeping the affected Incident Initiator updated on the progress
Following the escalation (this include technical, vendor and management) and communication (this include standard and management) procedure
Taking resolution confirmation and resolving the Incident record
Analyze the Incident flow/volume and suggest for appropriate action
Working on pending Incident report, major incident report etc. and drive for closure
Detecting the possible Problems and assigning them to the Problem Management team for resolution
Providing Management Summary and Analysis
Start and drive incident bridges proactively/actively until resolution
Confirm resolution and resolve the Incident record
Ensure that technical staff updates tickets and IM process is correctly followed - Quality Assurance

Employee perks, benefits

cafeteria

Requirements for the employee

Candidates with education suit the position

Secondary without school-leaving examination

Language skills

English - Upper intermediate (B2)

Personality requirements and skills

Work Requirements:

Electronics & Telecommunications or Electronics or IT or Computer Science
1-3 Yrs relevant experience in a similar capacity with a large organization
Technical Networking Knowledge on LAN / WAN/ MAN
Knowledge of Cisco routers, switches and firewall is an advantage
Knowledge on Mail Servers / DNS concepts will be an added advantage
Good understanding of industry standards like ITIL V3, ISO 20000, PMP, Six Sigma, etc with a focus on Incident Management and Problem Management will be preferred
Customer service skills and client focus
Experience with basic console monitoring role
Strong communications skills including the ability to communicate technical information in using non-technical language
Understanding of network technologies utilized within an Internet/Intranet environment.
Proficiency in English

Req. Code : 00279094
Division/Department : Accenture BPO

Advertiser

Brief description of the company

Accenture’s Services workforce is a dedicated team of people who work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, help desk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.

Number of employees

1000 and more employees

ID: 1992113 Datum zveřejnění: 26.1.2015 lokalita: Prague Pozice: IT/Technical Support Specialist Společnost: Accenture Services, s.r.o. Nabídka práce je převzata z jiné stránky nebo zdroje. Základní složka mzdy (brutto) a další odměny: n/a