| Need - QAD Techno Functional - 9202281 - Milwaukee, USA at Milwaukee, Wisconsin, USA |
| Email: [email protected] |
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http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=864630&uid= From: Sai Vidhya, Siriinfo [email protected] Reply to: [email protected] Hi, Title: QAD Techno Functional Locatin: Milwaukee, USA JD: 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 Best Regards, Sai Vidhya Reddy Technical Recruiter |Email: [email protected] Siri InfoSolutions Inc, 3 Ethel Rd, Suite # 302, Edison NJ 08817. Keywords: New Jersey http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=864630&uid= |
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| 01:31 AM 17-Nov-23 |