Technical Service
Al khaleej Computers
مجموع سنوات الخبرة :10 years, 3 أشهر
Escalation point for the Technical Service Centre, Level
2 and above
• Gathering business requirements from end users and
mold into technical aspects.
• Ability to work as a team player and team handling
experience.
• As an Incident Coordinator I can ensure processes
and policies are being adhered to and standards are
being met. An excellent working knowledge of best
practice such as ITIL®, ability to assess data, identify
gaps, trends and inaccuracies, and turn that data into
actionable outcomes and opportunities.
• Act as front line during major service failure issues,
ability to make others feel at ease. As well as keeping
calm, act fast to resolve and restore services within a
business.
• Ability to Use systematic methodology to evaluate,
design and implement process or technology change
to achieve measurable business benefits. Make
recommendations based on clear, reasoned
arguments and be able to spot problems before they
occur
• Keeping people informed is crucial, but particularly
during a crisis. Good communicator and able to
translate messages and information to people at all
levels., good listener and able to take negative
feedback without being defensive
• A problem solver-Finding solution to problems and
trialing different ways to find a resolution., Strong
Technical grounding which is key to having a
‘perspective on how to approach problems’.
• Ensure adherence to Incident, Problem, and Change
(IPC) Management process & governance
• Manage ownership of all active issues that impact the
business, primarily focusing on all Severity 1’s and 2’s
• Supporting call center agents in categorization and
escalations
• Analyze trends for all incidents, problems, and
changes and provide recommendations to the
management team on actions to improve efficiency
and cost savings opportunities
• Implement several rapid recovery procedures to
greatly improve service availability
• Strong Understanding of IT Infrastructure, Operating
Systems, Operations and Applications
Escalation point for the Technical Service Centre, Level
2 and above
• Gathering business requirements from end users and
mold into technical aspects.
• Ability to work as a team player and team handling
experience.
• As an Incident Coordinator I can ensure processes
and policies are being adhered to and standards are
being met. An excellent working knowledge of best
practice such as ITIL®, ability to assess data, identify
gaps, trends and inaccuracies, and turn that data into
actionable outcomes and opportunities.
• Act as front line during major service failure issues,
ability to make others feel at ease. As well as keeping
calm, act fast to resolve and restore services within a
business.
• Ability to Use systematic methodology to evaluate,
design and implement process or technology change
to achieve measurable business benefits. Make
recommendations based on clear, reasoned
arguments and be able to spot problems before they
occur
• Keeping people informed is crucial, but particularly
during a crisis. Good communicator and able to
translate messages and information to people at all
levels., good listener and able to take negative
feedback without being defensive
• A problem solver-Finding solution to problems and
trialing different ways to find a resolution., Strong
Technical grounding which is key to having a
‘perspective on how to approach problems’.
• Ensure adherence to Incident, Problem, and Change
(IPC) Management process & governance
• Manage ownership of all active issues that impact the
business, primarily focusing on all Severity 1’s and 2’s
• Supporting call center agents in categorization and
escalations
• Analyze trends for all incidents, problems, and
changes and provide recommendations to the
management team on actions to improve efficiency
and cost savings opportunities
• Implement several rapid recovery procedures to
greatly improve service availability
• Strong Understanding of IT Infrastructure, Operating
Systems, Operations and Applications
Internet in general, with an understanding of various
protocols such as SMTP, DNS, TELNET, and TCPIP
in
Bca-Bachelors in computer Application
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