- Serves as the primary contact for inquiries and concerns related to Major Incident Management process for simple to moderately complex clients
- Leads bridge meetings for major incidents, ensuring a seamless and highly collaborative environment. Takes charge to guarantee that each meeting is a well-coordinated effort towards quick incident resolution
- Maintainshigh standards of communication when sending updates to client management
- Delivers regular reports and activity updates to client and management with transparency and clarity
- Ensures that the incident hygiene is maintainedat high level
- Manages client relationships with a focus on adhering to contractual service support requirements
- Leads quality assurance initiatives and drivesprocess improvements that meet industry standards
- Conducts impactful documentation training sessions to elevate the skills and proficiency of the entire team
- Bachelor's Degree and a minimum of 4 years of relevant experience
- CertificationsRequired: ITIL v4 FoundationDesired: ITIL v4 Managing Professional (MP)
- Experience with ITL and other service management methodologies
- Ability to handle work alone with minimal direction
- A good understanding of process KPIs and ability to report on them
- Excellent communication skills in English
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Service Management Analyst 2 - Bogotá, Colombia - Unisys
Descripción
What success looks like in this role:
Senior service management analyst is responsible for overseeing and analyzing the performance of Major Incident Management process and service operations. Playsan important role in meeting service level agreements and achievinga high level of customer satisfaction.
Please not that this role requires work on weekends
You will be successful in this role if you have:
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.