About this role
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
• Prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented • Identify the root cause and permanent fix • Reduces risk – recurrence of incidents • Reduces volume of incidents and or problems • Make sure incidents are being assigned correctly to proper group • Directly works with Service Desk to ensure proper recording of incidents • Determines if an incident needs to be escalated according to priority and severity of the issue • Create records with repeatable procedures with a goal of reducing the number of Incidents • Identify Incidents for review particularly SEV1 incidents and Unknown Outages • Takes lead in initiating post mortem review after every SEV1 incident • In-charge of RFO documentation, necessary approvals and its final release • Conducts Weekly Sev1 review which includes Trend Analysis Reports with regional IT leads and technical team (i.e. network, server, telco) • Provides monthly reports of Incidents. • Work with service desk in improving process and make sure documents are up to date
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!