Oferta pracy

Service Process Lead - Major Incident Management

Fujitsu Technology Solutions Sp. z o.o.

  • Masovian

    Masovian
  • offer expired 3 months ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular)
  • home office work
  • Immediate employment
  • remote recruitment

Your responsibilities

  • Delivers a specialist service management function within or into a account

  • Manages elements of service delivery to lower/middle management level within the customer(s) in order to deliver contracted service commitments & continual service improvements.

  • Proactively manages elements of capability units & other suppliers in a service partnership as ‘one service team’ to lower to middle management level customers.

  • Monitors, maintains and ensures compliance to the process

  • Continually review the process and associated activities for efficiency and effectiveness, and make recommendations for improvement.

  • Undertakes initial investigation to determine scope and details of issues and update stakeholders accordingly

  • Initiates and manages the development of solutions to identified issues

  • Checks investigates and analyze statistics to identify historical trends and knowledge gaps and provide relevant support and content via management reporting.

  • Participates in regular reviews to resolve issues/ review processes with relevant parties, such as Service Desks, Operations, Account Team etc.

Our requirements

  • Delivers a specialist service management function within or into an account

  • Manages elements of service delivery to lower/ middle management level within the customer(s) in order to deliver contracted service commitments & continual service improvements.

  • Proactively manages elements of capability units & other suppliers in a service partnership as ‘one service team’ to lower to middle management level customers.

  • Monitors, maintains and ensures compliance to the process/ processes owned (MIM)

  • Continually review the process and associated activities for efficiency and effectiveness, and make recommendations for improvement.

  • Undertakes initial investigation to determine scope and details of issues and update stakeholders accordingly

  • Initiates and manages the development of solutions to identified issues

  • Checks investigates and analyze statistics to identify historical trends and knowledge gaps and provide relevant support and content via management reporting.

  • Participates in regular reviews to resolve issues/ review processes with relevant parties, such as Service Desks, Operations, Account Team etc.

  • Demonstrate leadership and ownership when handling Major Incidents

  • Escalating when required using matrix to make sure MI is being progressed and action plan established to meet SLA/ KPI and deliver value to customer

  • Analytical skills and stress resistant able to support dynamic environment

  • Ensuring everything is properly tracked and documented

  • Able to work in 24x7 rotation

  • Ensuring lessons learned are established, documented and chased on a regular base after each MI

  • Initiate follow up call to cover outstanding actions once MI is resolved with require vendors, customer and Fujitsu delivery units

  • Constantly working on customer satisfaction to improve standards

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • remote work opportunities

  • flexible working time

  • integration events

  • extra social benefits

  • shopping coupons

  • sharing the costs of tickets to the movies, theater

  • holiday funds

  • christmas gifts

  • employee referral program

  • charity initiatives

  • Online initiatives

  • Digital Academy