About the job
Join our enthusiastic team where hard work meets a fun atmosphere! Our diverse group brings a wealth of skills and experiences, driving creativity and dynamic collaboration. Whether we’re generating innovative ideas or tackling complex challenges, we’re committed to delivering exceptional results.
Key Responsibilities:
- Lead the qualification and management of high-impact incidents (CBI - High / Critical), ensuring effective escalation and de-escalation processes.
- Coordinate and facilitate technical conference calls to address ongoing incidents.
- Own and manage incidents, guaranteeing the achievement of key milestones, KPIs, and SLAs while keeping stakeholders informed through structured communication.
- Initiate thorough root-cause analysis by providing insights to Problem Management for major incidents.
- Drive incident resolution processes while ensuring compliance with KPIs and SLAs.
- Prepare incident reports summarizing critical details and contribute to the quality assurance of incident tickets.
- Advocate for process enhancements, fostering a culture of continuous improvement within the team.

