This position requires to have availability 24/7 with a potential of 12 hours shifts (Rotational Shifts) DXC is growing significantly in the Isabela area over the next several months and we are seeking top talent to support our growing needs. If you have a desire to learn and grow a career in the IT Field, look no further. We are currently seeking a Major Incident Manager. Ensure all Major Incidents are validated and progressed in accordance with SLAs aligned to Incident priority and status, during business hours and outside of business hours based on service requirements. Ensure Major Incidents, transitioned from Incident Specialist, are properly and efficiently managed. Ensure timely and accurate handling of Major Incident records, which includes the creation of (where required), receipt of, processing of fields and workflow, and closure of Major Incident records with all appropriate details. Ensure that the appropriate Technical Group Member, Client Delivery Manager (CDM) and Delivery Executive (DE) resources have been escalated to within the given timeframes to assess technical and business impact. This requires utilizing the Escalation matrix to get appropriate level of focus. Ensure that all required parties are engaged and that everyone involved is escalating to the next level if it is determined that higher level technical and management escalation is required based on the impact and estimated recovery time. Manage notifications and/or broadcast messages as per defined SLAs, providing accurate and quality information to the required stakeholders. Manage primary communication methods include phone, E-mail and SMS via preferred toolset(s), and ensure accurate and timely communications to internal and approved external stakeholders, including management. Ensure that Executive Notifications are drafted, properly approved, and sent for all P1 Major Incidents that fit the criteria of a 'true' business impacting event. Lead service restoration efforts in accordance with the globally defined standards and requirements. Coordinate the restoration of the affected service(s) as fast as possible, while minimizing the impact to the client and maintaining the integrity of DXC. Handle conflict situations and make quick decisions while driving incident resolution. Form teams via technical, Sametime, and/or Management bridges, where necessary, to: Lead service restoration efforts in accordance with the globally defined standards and requirements. Coordinate the restoration of the affected service(s) as fast as possible, while minimizing the impact to the client and maintaining the integrity of DXC. Handle conflict situations and make quick decisions while driving incident resolution. Form teams via technical, Sametime, and/or Management bridges, where necessary, to: Bring together the technical resources that can assess the technical impact and form the technical service restoration team to drive recovery of services; Bring together the service and business management leads to discuss the business and service impact that results from a Major Incident, and make business priority decisions, where required. Manage and drive third parties to quick resolution of Incidents. Focus on ensuring resolution of Major Incidents within service level through the identification of resolutions and workarounds. Ensure confirmation of service availability. Ensure detailed handover of active Major Incidents where shift change occurs Coordinate with Service Desk, Incident Management, Technical Groups, Delivery Executives and other key stakeholders to ensure information flow for Major Incidents Ensure accurate and up to date documentation is maintained during the life-cycle of a high priority Incidents to provide accurate input to other linked processes such as Incident Management, Problem Management, and Change Management. Qualifications and Experience Required Three years' experience in Information Technology or a related field, and a broad awareness of Enterprise level information systems Previous work experience in a Customer facing role Basic understanding about the Service Desk function Proven track record of communicating with internal and external senior/executive personnel Experience in supporting multiple external clients across various industries Experience working in teams A working knowledge of the outsourcing environment and IT Industry Strong analytical problem solving skills and use of SMART goals SDL2017
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