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Oct 12, 2016, 7:29 AM

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Atos is looking for a Problem Manager in San Nicolas, Mexico

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 Job Description Manage Problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems. Call and chair Post Mortem Review meetings following Major Incidents; issue a written Post Mortem report to IT management; ensure Post Mortem actions are completed in a timely manner. Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc; hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved. *LI-POST Job Requirements - Demonstrable customer management / service skills
- Experience of working within a busy first level service desk environment in a problem manager role
- Very good understanding and awareness of the ITIL Problem management process and procedures
- Strong individual with the ability to communicate and negotiate at all levels.
- Good organisational skills plus the ability to motivate people across the organisation to provides solutions
- Sound technical knowledge across the core supported applications base including MS Office, Lotus Notes
- Decision maker with a operational outlook
- Preferably educated to degree level or equivalent
- Experience of working in a large organisation
- Good interpersonal, communication and presentation skills

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