Incident/ Service Senior

For our client a leading Technology company this role will become the escalation point for the customer support organisation for incidents related specifically to our clients portfolio which consists of Network and Managed Hosting services.

Ensuring Incidents are resolved within SLA, targets are met, internal/external communications are maintained and operational objectives are achieved.

The Role

Own and manage the progress of customer Incidents/Problems within Operations, clearly recognising the customer issue and driving to resolution through establishment and engagement of a “virtual support team” drawn from Internal colleagues such as  Network, Hosting and Datacenter Operations teams.
Manage daily internal meetings to track and drive Customer Incident handling.
Provide detailed post incident / reason for outage reports (RFO) to customers with internal information and reports obtained from third party suppliers/vendors.
Provide mentoring and guidance for Customer support staff on good customer service practice and Standards. Ensure that processes are consistent with the company needs and followed throughout the support organisation.
Run and analyse reports to identify potential customer issues, recurring faults and drive improvement programs from this analysis.

Requirements

Fluent or Native English - German or French an advantage
EU Passport holder or valid working permission for the Czech Republic
Degree educated
5+ years plus experience in IT administration or Helpdesk with at least 1 years in a management/ Incident / Service/ Problem Management role from a company offering Managed Hosting or Telecoms services.
Experience of working with internationally based customers and service providers
Depth of understanding of the processes and practices of Customer Support and Service Level Management. (ITIL, ETOM, MOF etc…)
Ability to understand and improve operational process & Procedure.
Demonstrated ability to manage matrix teams across the business to achieve maximum results for clients.
Significant experience in managing escalated incidents through to resolution.
Certification in ITIL to Foundation level or above would be a distinct advantage.

Offer

Working for a leading international company
Good Salary offer depending on experience
Highly multicultural team
State of the art offices
An immediate start possible though our client will wait for notice period for the right candidate.

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