Senior Incident Management Specialist

3 days ago


Bengaluru, Karnataka, India Fujitsu Full time

About the Role

Fujitsu is seeking a skilled Senior Incident Management Specialist to join our team. As a key member of our service delivery unit, you will play a crucial role in ensuring seamless incident management processes.

Key Responsibilities

  • To respond to contractual incidents, changes, and complaints by identifying, monitoring, and recording relevant information.
  • Ensure adherence to the Incident / Change / Problem / Knowledge Management process, procedures, and work instructions by all relevant parties.
  • Monitor and report on the effectiveness of the Incident / Change / Problem / Knowledge Management procedures.
  • Takes ownership for documenting and monitoring adherence to all account-related processes.
  • Acts as a point of escalation and owns the management of processes leading to successful resolution of escalated issues.
  • Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.
  • Monitors performance through statistical reporting and analysis.
  • Analyses and identifies areas of improvement to the service to ensure customer satisfaction.
  • Prevents negative trends by properly raising and reacting to performance and progress gaps.
  • Owes and accepts personal responsibility for customer problems and champions customer issues to resolution.
  • Built and enhances strong customer relationships and acts as an escalation point for the customer.
  • Takes responsibility for learning about all current customer needs.

Requirements

  • ITSM skills

What We Offer

We offer a competitive salary of $80,000 - $110,000 per annum, depending on experience, plus a range of benefits including health insurance, retirement plan, and paid time off.



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