Delivery, Project and Product Management
15 December 2020 - 30 January 2021
Cloud & Infra
A Customer Incident Manager is accountable for an Incident and Problem Management process being in place for a customer, understood and followed by all involved parties.
A Customer Incident Manager follows and promotes standard TietoEvry´s Incident Management process and best practices.
A Customer Incident Manager secure efficient and effective discussion with all stakeholders including a customer/customer.
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
Welcome to an exciting journey. TietoEVRY creates digital advantage for businesses and societies. We are a leading digital services and software company with local presence and global capabilities. Nordic values and heritage are the foundation of TietoEVRY success. Let's build a brighter future. Together.
Read more about us here.