TMS Incident/Problem Management (Java Frame Experienced)

Job Description

• Log and classify incidents found in current HMA/KMA/HACC/KCI services and undertake an immediate effort in order to restore a failed service as quickly as possible
• Provide first-line investigation and diagnosis
• Communicate with customers and keep them informed of incident progress, notifying them of impending changes
• Make assessment on issues by thoroughly analyzing DB and log data
• Monitor the incidents to ensure that the Service Level Agreement are respected
• Properly escalate unresolved issues to appropriate internal teams
• Provide prompt and accurate feedback to customers
• Keep key stakeholders informed about incidents’ status
• Own all incidents throughout the lifecycle
• Provide a report of all incidents on weekly/monthly basis

Qualifications

• Experience with JIRA and Confluence
• 3 years of experience in incident support with a minimum of 1 year in a similar role supporting and interfacing with management.
• Incident and Issue Management experience required.
• Problem Management and Root Cause Analysis background required.
• Telematics and/or M2M Systems experience preferred.
• IT and/or Automotive experience preferred.
• Technical background with IT systems or telecommunications preferred.
• Accustomed to fast paced environment.
• Knowledge in Incident and Issue policies and procedures.
• Accustomed to multi-system / multi-interface environment.
• Strong coordination, communication, and networking sills.
• Experience in relevant industry a strong plus.
• Ability to work as a team and display excellent communication and interpersonal skills.
• Able to multi-task and maintain composure.

Additional Information