for Call or Incident Coordinator to be based full time at our Midrand offices. The Incident Coordinator and coordinate incidents and requests from initiation to completion. The Call or Incident Coordinator is Desk Agent is responsible for the management of incidents and requests in order to achieve Service Level of all incidents that are specifically logged and therefore, are required to manage the incident during the incident lifecycle Act as the single point of contact (SPOC) for the user even if the incident is
call receipt of IT incidents related to production issues Pre-qualify IT-incidents and classify additional additional relationships Fix incidents in IT systems in accordance with User manuals Monitor IT system error process accordingly Provide guidance throughout the Incident management processes Initiate the IT escalation
both change and incident handling Tickets can be opened as service request or real incident tickets. The : 724 Solution time DAM operations concerning incident ticket handling: Critical: 1 Std. High: 4 Std Working Model (AWM) Charter Work experience with incident management, change management and problem management
accepting and logging all telephonic, requests and incidents within the scope of the SLA as and when required
accepting and logging all telephonic, requests and incidents within the scope of the SLA as and when required
leadership during major incidents and drive to quickly resolve complex escalated incidents. Coach team members implementation to ensure high quality of work. Investigate and approve new product offerings within the
Go-live preparation and post go-live support. Incident Management prompt resolution of security and authorization Operations experience (ticket handling, problem, incident management). Jira and Confluence experience. Build
Operations experience (ticket handling, problem, incident management) Jira and Confluence experience Build tests Golive preparation and post Golive support Incident Management prompt resolution of security and authorization • Golive preparation and post Golive support • Incident Management prompt resolution of security and authorization Operations experience (ticket handling, problem, incident management) • Jira and Confluence experience •
lifecycle Experience with ITIL processes (Problem, Incident, Change management) ESSENTIAL SKILLS Experience integration issues Experience with ITL processes (Incident, Change and Problem management) Plan and execute (technical lifecycle, change management) Resolve incident tickets Analyze and resolve problem tickets Any
Operations experience (ticket handling, problem, incident management) Jira and Confluence experience Build • Golive preparation and post Golive support • Incident Management prompt resolution of security and authorization Operations experience (ticket handling, problem, incident management) • Jira and Confluence experience •