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:

Primary Location:

Contract Type:

Hybrid Working: