GENEL NİTELİKLER
We are looking for an experienced IT Incident Coordinator and a good team member, who will work in SunExpress Antalya Headquarter.
Requirements:
· Bachelor’s degree in Computer Science or related discipline
· At least 5 years of IT Operations experience
· At least 2 years of IT Service Management experience
· Has knowledge about IT service management tools like BMC Remedy, Service Now or similar
· Has knowledge about IT service monitoring tools
· Understanding of enterprise applications, operating systems and networking concepts
· Strong analytical thinking, problem solving and decision-making skills
· Good oral and written communication skills in English
Tasks:
· Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
· Ensure that activities within Incident Management process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
· Manages 3rd party service desk services according to contract.
· Point of contact for all Major Incidents
· Ensure that Major Incidents are resolved, and that service is restored
· Coordinate incident reviews following major incidents
· Identify potential problems and/or increasing trend of repetitive Incidents
· Design and maintenance of the lifecycle of the Problem Management process
· Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents
· Identifies and defines critical success factors, and KPIs
· Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
