QAD Techno Functional Apply
- Lead and manage a team of Customer Support resources performing Incident, Service Request and Problem Management activities
- Coordinate between various support resources to identify the root cause of all Service Delivery problems, create supporting documentation and drive problem resolution tasks to prevent recurrence
- Prioritize incidents, service requests and problems according to their urgency and impact on the business
- Escalate to appropriate parties by functional area as needed for information and rapid mitigation
- Ensure that the appropriate resources are engaged to investigate, identify, and resolve the root cause of a problem
- Create RCA (Root Cause Analysis) and associated documents that identify and track problems through the lifecycle to resolution
- Ensure the team resolves all incidents, service requests and problems as fast as possible (at least according to agreed service levels) and monitor the effectiveness of the implemented solution
- Maintain information about incidents, service requests and problems along with the appropriate workarounds and resolutions including automation
- Responsible for both reactive and proactive incident and problem management
- Define, maintain, and improve the incident, service request and problem management process along with related procedures and tools
- Develop and implement reporting that provides tracking, pattern recognition (common problem categories, resolution techniques) and measures the effectiveness of incident, service request and problem management process and tools
- Communicate to stakeholders at all levels as required through to the resolution of the incident, service request or problem
- Present RCA and remediation plans to Leadership Team and other Executive stakeholders
- Define, implement, and track KPI (Key Performance Indicators) to gauge overall performance of the Problem & Incident Management team
- Strong knowledge of IT service management processes and tools.
- Experience working with Incident, Service Request and Problem Management systems such as ZenDesk, JIRA or Service Now
- Excellent managerial skills and ability to effectively collaborate with team members.
- Self-driven with strong problem solving, analytical, and time management skills
- Outstanding written and verbal communications skills in English and the ability to express complex issues concisely to multiple audience levels
- Ability to work in a high pressure, fast paced environment
