| QAD Techno-Functional || Work Location : Milwaukee, USA at Milwaukee, Wisconsin, USA |
| Email: [email protected] |
| From: Khayal Abbas, Scalable- Systems [email protected] Reply to: [email protected] 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 Work Location (State, City and Zip) Milwaukee, USA Keywords: information technology |
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| Thu Nov 30 01:02:00 UTC 2023 |