Incident Management Specialist

Responsibilities

• Receive and process incident tickets and service requests from company staff and worldwide partners
• As receiving the Incident ticket and service request implement initial Review, criteria-based edition, issue reproduction, priority definition, first level troubleshooting and bug checking, afterwards, support with all necessary tools and credentials, assign the ticket to the responsible team/department
• Keep tense contact with the responsible teams/specialists, require updates regarding the Incident resolution process, based on procedures follow Service and operation level agreements
• Keep the contact with front line, management, partners all around the world organizing multilingual notification (English, Russian) process regarding incident tickets and service requests resolution process
• Handle full information transfer regarding maintenance works by company providers, deliver corresponding information to the management and partners
• Prepare daily/weekly/monthly reports as requested, analyze and organize presentations for separate departments, management based on specific requirements
• Keep up to date with all company products and maintain high level of knowledge about in-house software, procedures, instantly upgrade the skills regarding the changes in products and services
• Undertake Service Desk, Change management and Release management limited responsibilities in non-working hours
• Promote teamwork and knowledge sharing, be actively engaged in Knowledge base creation process, continuous update and sharing with team members and company staff
• Other duties as assigned by the immediate supervisor

Languages