Incident Manager:
• Provides best in class support to the customers through the timely resolution of incidents
• Ensures case documentation is complete, legible and accurate
• Performs escalation activities
• Uses standard tools to receive alerts and monitor status of new service requests (cases) pushing through to resolution
• Provides frequent external and internal status updates of the incident, communicates directly with the customer
• Interacts with customers and internal teams in a coordinated fashion to ensure issue resolution
• Ensures follow-up and closure of high priority issues with large strategic customers
• Supports delivery of technical services to major accounts
• Maintains a good relationship with the customer during the course of the analysis through the effective use of email, telephone, video conferencing and other collaboration methods
• Drives the efficiency and effectiveness of the incident management process in After Hours Operations Team
• Drives, develops and maintains the major incident process and associated procedures.
The perfect Candidate will have:
•Minimum 3 years of experience as a IT Analyst/Customer Service Support
•Very good knowledge of English (another language as a plus)
•Knowledge of Incident Management
We offer:
•Stable, long-term cooperation on the Cisco project and daily work with the best IT specialist in international enviroment for one of the Best Employers in Poland with people from all around the world
•B2B contract/UoP with attractive salary and benefit package:
•Surcharge to Multisport card and private medical healthcare Medicover
•Permanent access to e-learning platform with more than 4,000 training courses, including Cisco, CompTIA, LPI, ITIL, PMI, Scrum, VMWare
•Discounts and rebates for e.g. postgraduate studies, glasses, pizza etc.
•Monthly feedback about your performance and development plan
•Annual Satisfaction survey
•Integration meetings and enthusiastic and positive work atmosphere
•Internal command system
•Possibility of changing position, department, gaining new knowledge and experience
•Working in Cisco Office with Two cafeterias, Summer gardens, Outdoor Ping Pong table, Xbox games and board games in creativity rooms, Massage chairs, Table football and more
