Incident Control Specialist (Wabtec New Program)
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Job Location:
Pasay - Philippines
Monthly Salary:
Not Disclosed
Posted on:
22 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Description
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.
- Exercise processes and methods to ensure that service expectation thresholds are met to include taking ownership and working to complete aging tickets documenting information as needed escalating concerns or performing the ticket closure procedures
- Liaise with global SMO team and Service Managers where applicable to provide real time feedback about increased volumes incoming to the Service Center and cooperate in developing and executing mitigation strategies
- Ticket volume frequency Impact and outcome analysis
- Participate in the weekly SMO meetings
- Develop and/or distribute various daily or weekly reports
- Coordinate High Priority ticket handling
Job Requirements:
- Knowledge of IT best practices industry trends and excellent customer service
- Three (3) years of IT support experience troubleshooting hardware software and networking related issues
- Three (3) years of IT support experience on MS Office 2007 or 2013
- Three (3) years of IT support experience on Windows Active Directory
- 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
- Experience with ServiceNow preferred
Required Experience:
IC
About Company
Created in 1987, Stefanini is a $1B global IT provider of business solutions with locations in 40 countries across the Americas, Europe, Australia and Asia. With more than 25,000 employees, Stefanini provides onshore, offshore and nearshore IT services, including application developme ... View more
