Job expirat
Executing the Incident Management process tasks taking into consideration global and local requirements;
Coordinating and managing the Incident Management process activities across the global factory and with external suppliers;
Escalating risks and issues to the Incident Management Regional Process Owner;
Reporting KPIs and customer SLAs, ensuring that Major Incident Management KPIs are reported and their targets met;
Assisting the Global Incident Management team in driving Service management best-practice and ITIL process standardization, ensuring proper;
Identifying and planning for Incident Management process improvement projects;
Driving the implementation of standards and cross-account process standardization;
Being responsible for the complete process adherence, handling of incidents according to SLAs;
Acting an escalation point, handling incidents and major incidents;
Cooperating with suppliers, contractors, 3rd parties, etc. to ensure timely incident resolution of major incidents and contractual fulfillment;
Building strong linkages with all core ITIL processes as part of the end-to-end process.
Minimum a year of Incident Management or Project Management experience;
Broad understanding of networks, servers, operating systems, help desk process and procedures, etc.;
Working knowledge of Incident Management frameworks such as ITIL v3, TQM or ISO 9000:2000 (certification not required, but is a plus);
Ability to speak English and/or German;
Advanced knowledge of French or Dutch (minimum B2) will be an asset;
University degree in IT Discipline or equivalent;
Strong verbal communication skills – ability to speak clearly with both technical and non-technical customers in a support role;
Self-driven and resourceful to achieve goals independently as well as work well in groups.
Competitive salary package according to candidate’s knowledge and competences;
Extra financial bonuses – twice a year + awards for individual goals;
Wide package of certified trainings and development programs;
Private medical care and life insurance;
Multisport card;
Free language lessons;
The clear career path and possibility of promotion;
Possibility of international transfer to one of the foreign branch;
Access to new technology and gadgets.
Founded in 1982, Grafton Recruitment has established itself as a world class provider of recruitment solutions. Grafton has experienced an impressive growth pattern in the last five years. The network has built to a total of 70 branch operations spanning 19 different countries including the United Kingdom, Republic of Ireland, Chile, Czech Republic, Slovakia, Hungary, Poland, Lithuania, Russia, Portugal, France, Austria, Belgium, Turkey, UAE and Romania.