About this role
Job Description: Mission:
Restores availability and normal service levels, in accordance with the defined SLA, in the event of an incident
Activities:
Analyses, identifies and resolves anomalies and disservices in order to restore availability and normal service levels as soon as possible, in accordance with the defined SLA Performs a first-level resolution diagnosis based on the competencies possessed and the procedures recorded in the event of Known Error Performs a second level diagnosis if necessary with the possible involvement of external suppliers Identifies corrective actions to definitively resolve the error or identifies workarounds for malfunctions that cannot be definitively resolved Verifies the mitigation of the disservice and its complete resolution based on the expected results of the identified measures Manages Major Incidents with a dedicated process Monitors incidents managed in compliance with SLA Proactively identifies any problems Records, categorises and prioritises problems Analyses the problem to identify a root cause or at least a workaround Identifies interventions for the resolution of the causes of the problem Performs a feasibility analysis of a possible identified solution by evaluating the impacts, costs and implementation and approval timeframes Monitors the planned interventions and verifies their effectiveness in solving the problem Updates the Known Error Database Prepares data for unified dashboards (managed by the Enterprise Performance Mgmt process)
Seniority: Expert Primary Location: DE - Oberpfaffenhofen - GSOC Contract Type:
Hybrid Working: Onsite