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QAD Techno Functional_Milwaukee,Wisconsin at Remote, Remote, USA
Email: [email protected]
From:

Sachin Noulakha,

Scalable systems

[email protected]

Reply to:   [email protected]

Hi Venders

This is the below requirements we are looking candidate. Please let me know if you have any candidate for this requirement. Please share candidate updated resume at [email protected]

Job Title- 

QAD Techno Functional

Location-

Milwaukee, Wisconsin

Contract position

Job Title

QAD Techno Functional

Relevant Experience

(in Yrs)

10+ years relevant experience

Technical/Functional Skills

Strong knowledge of IT service management processes and tools.

Experience working with Incident, Service Request and Problem Management systems such as ZenDesk, JIRA or Service Now

Excellent managerial skills and ability to effectively collaborate with team members.

Self-driven with strong problem solving, analytical, and time management skills

Outstanding written and verbal communications skills in English and the ability to express complex issues concisely to multiple audience levels

Ability to work in a high pressure, fast paced environment

Experience Required

10+ years relevant experience

Roles & Responsibilities

Lead and manage a team of Customer Support resources performing Incident, Service Request and Problem Management activities

Coordinate between various support resources to identify the root cause of all Service Delivery problems, create supporting documentation and drive problem resolution tasks to prevent recurrence

Prioritize incidents, service requests and problems according to their urgency and impact on the business

Escalate to appropriate parties by functional area as needed for information and rapid mitigation

Ensure that the appropriate resources are engaged to investigate, identify, and resolve the root cause of a problem

Create RCA (Root Cause Analysis) and associated documents that identify and track problems through the lifecycle to resolution

Ensure the team resolves all incidents, service requests and problems as fast as possible (at least according to agreed service levels) and monitor the effectiveness of the implemented solution

Maintain information about incidents, service requests and problems along with the appropriate workarounds and resolutions including automation

Responsible for both reactive and proactive incident and problem management

Define, maintain, and improve the incident, service request and problem management process along with related procedures and tools

Develop and implement reporting that provides tracking, pattern recognition (common problem categories, resolution techniques) and measures the effectiveness of incident, service request and problem management process and tools

Communicate to stakeholders at all levels as required through to the resolution of the incident, service request or problem

Present RCA and remediation plans to Leadership Team and other Executive stakeholders

Define, implement, and track KPI (Key Performance Indicators) to gauge overall performance of the Problem & Incident Management team

Generic Managerial Skills

Lead and manage a team of Customer Support resources performing Incident, Service Request and Problem Management activities

Coordinate between various support resources to identify the root cause of all Service Delivery problems, create supporting documentation and drive problem resolution tasks to prevent recurrence

Thanks,

Sachin Noulakha

[email protected]

Keywords: information technology
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Tue Nov 21 21:21:00 UTC 2023

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Location: Milwaukee, Wisconsin