Vacancy expired!
As part of a leading IT managed services specialist with more than 12,000 associates worldwide, we rely on the personal relationships we build with our consultants and the clients who depend on them. Join the eXcell team. Incident Assignment Group Manager Miami, FL Contract Through Dec 31 with Possible Extension Overview: Accountable for the efficiency and effectiveness of the Service Delivery over the lifecycle of the Incident for its division. We re looking for candidates in South Florida to work remotely but be able to go to the office in Miami from time to time. Responsibilities:
- Point of contact for Negative Assessments
- Align customer expectations with the SLAs
- Responsible for communicating with the Incident Process Owner
- Establish continuous process improvement cycles where service delivery performance and technologies are reviewed and enhanced where applicable
- Identify, initiate, schedule, and conduct incident reviews
- Ensure the closure of all resolved and end user confirmed Incident records
- Provide guidance to the Incident Tier I analysts
- 3+ years of related work experience
- Strong knowledge of ITSM ServiceNow
- Experience helping and building out SLA / OLAs in Service Now (ability to explain)
- Ability to manage Tier 1 Incident Analysts and report to an Incident Process Owner
- Must work a flexible time schedule (incidents could happen any time of the day)
Vacancy expired!