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Remote Incident Manager

Publish Date: Jan 7, 2022

Location: Timisoara, Timis, RO-Romania

Company: Atos

About Atos

Atos is a global leader in digital transformation with 105,000 employees and annual revenue of over € 11 billion. European number one in cybersecurity, cloud and high performance computing, the Group provides tailored end-to-end solutions for all industries in 71 countries. A pioneer in decarbonization services and products, Atos is committed to a secure and decarbonized digital for its clients. Atos operates under the brands Atos and Atos|Syntel. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

 

 

 

What are we looking for?

We are looking for a Incident Manager for our team.


Key Accountabilities:

  • Read the contract and prepare a gap analysis, showing the difference between the standard ASMM and the contract

  • Raise the deviations with the CFS PM and prepare a workaround for the deviations

  • Create and document the process workflow together with the customer

  • Document the process in SOHB and PHB

  • Decide and agree on the language of ticket entry, conclusion and customer communication (E2E if the ticket lifecycle

  • Create ticket category tree and assign groups based on the inputs from delivery units

  • Check if there is any requirement for special groups like translation services etc.

  • Check if the resolver groups have enough members

  • Check if all business hours are covered through resolver groups

  • Support in Ticketing Interface

  • Ensure that all master data for creating incident tickets records are available or provided by the customer

  • SLA implementation: Identify and implement the contract obligations

  • If Atos acts as a general service provider, the external parties must be involved in operational control and monitoring. In addition to a connection to Atos ITSM tools, this includes SLA implementation and control. In addition, all performance parameters must be compared in advance between UC and the contract. Compliance must be documented and clarified immediately.

  • Check the SLA implementation, priority mapping and key user mapping in the tool. 

  • Align with the customer on the three strike rule and automatic closure of tickets

  • Finalizing the documentation with the customer and acceptance by the customer

  • Handover to BAU

 

Key Skills

  • Responsible for Incident management process

  • Drive process KPIs and SLAs

  • Responsible for overall process governance

  • Maintain close contact with customer to align process priorities and improvements

  • Excellent English and German communication skills (written and oral).

 

 

Experience/Knowledge Essential

  • Detailed knowledge of the theory and operation aspects of their process;

  • Understanding of the ITIL best practices;

  • Experience in a customer service environment

  • Competent with Microsoft Office

 

Experience/Knowledge  Desirable

  • Relevant industry knowledge and technical skills (database administration, internet protocol, application monitoring, unix systems, networking, server virtualization)

  • ITIL Foundation and/or ITIL Intermediate certifications would be an advantage;

 

What we offer

  • Training and certifications: On-going In-depth training with current and emerging products and technologies;
  • Flexible benefits: Medical program, Sports benefits, Lunch vouchers, Mobile phone, Laptop;
  • Extra vacation days;

 

 

#LI-Remote

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.