A leading Telecom company in the country is currently seeking a Incident Management Specialist to join their Project in Canada.
Activities:
Handling incidents and service request from customer and users
Should understand the procedures, incidents prioritization, validation, and verifications
Requirements:
Track & Report issues
Perform ticket analysis, service interruption, follow-up and problem resolution.
Ensure that all required ticket information is available for further analysis / Documentation for quick-win and first-level resolution
Perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs.
Ensure timely resolution or escalation within the agreed SLA.
Create positive customer support experience and build strong relationships.
Ensure seamless handover between shifts.
Monitor and publish the SLA achievement by keeping track of all KPIs.
If you're intrigued by this opportunity, don't hesitate to reach out to me.
Activities:
Handling incidents and service request from customer and users
Should understand the procedures, incidents prioritization, validation, and verifications
Requirements:
Track & Report issues
Perform ticket analysis, service interruption, follow-up and problem resolution.
Ensure that all required ticket information is available for further analysis / Documentation for quick-win and first-level resolution
Perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs.
Ensure timely resolution or escalation within the agreed SLA.
Create positive customer support experience and build strong relationships.
Ensure seamless handover between shifts.
Monitor and publish the SLA achievement by keeping track of all KPIs.
If you're intrigued by this opportunity, don't hesitate to reach out to me.
