Customer Incident Manager

• Proactive Customer Incident analysis and follow up with corrective actions 

• Proactive Problem Management  

• Ensuring healthy Incident Management process 

• Ensuring healthy tickets´ lifecycle in the tool​, including keeping healthy backlog 

• Acts on escalations raised by customer/internal teams regarding Customer Incidents and helps to drive fast resolutions

• Ensuring Incident Management KPIs are met and corrective actions taken in case of failure (In relation to assigned customer/customers) 

• Accountable for non-MI Root Cause analysis within problem ticket based on SLA. 

• Responsible for delivery of Customer Major Incident Report after Major Incident towards 

• Providing Customer monthly service overview regarding Incident and Problem Management Area for an assigned customer/customer (Keeping SLA resolution, backlog, Time to resolution and re-open rate overview)  

• Secure effective communication towards customer/s, within Delivery Team/s and other stakeholders 

What we expect 

•  Understanding of Incident and Problem Management practices 
• Knowledge and understanding of ITIL practices 
• Previous experience at an ITIL position and/or a Project Management  
• Fluent in English language 
• Strong customer communication skills 
• Ability to coordinate and cooperate and being a Team player 
• To be curious and willing to explore independently and drive improvements 
• Wants to learn 
• Self – managed 
• Proactive approach