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Incident coordinator

This position is an opening in Hydro Global Business Services (GBS). GBS is an organizational area of Hydro that operates as an internal service provider for the Hydro group. Its ultimate purpose is to deliver relevant IT, Financial and HR business services to all business areas within the company. 

This role is responsible for coordination of the incidents in case of escalation, process interruption or cooperation of resolvers needed.

Area of Responsibility

  • Follows defined escalation path when needed, as defined in Hydro the escalation policy,
  • Notifying the participants in the Incident Management / Request fulfilment process when standards and procedure/activities are not being followed,
  • Reroute misdirected incidents that have not been handled in a timely manner,
  • Responding level1  Service Desk agents regarding escalation issues in a timely and appropriate fashion,
  • Identifying incidents which need special attention or escalation,
  • Facilitate cooperation between resolver teams for faster resolution,
  • Responsible for improving indicent resolution cycle time and enduser satisfaction,
  • Networking and building good working relationships between supporting teams.

 

 

                                                                                              

Qualifications

  • College or University Degree,
  • 4+ years’ experience in similar role,
  • Vendor management experience,
  • ITIL V3 completed trainings for incident management (is advantage),
  • Good communication skills,
  • Fluency in English (written and spoken).

About the position

Apply before
December 07, 2019
Organization
GBS Hungary
Schedule type
Full Time
City / Location
Hungary / Székesfehérvár
Contract type
Permanent Positions

Contacts

Gábor Kincses