Incident Response Coordinator

Há 2 dias

Rio de Janeiro, Rio de Janeiro, Brasil beBeeAnalytical Tempo inteiro R$900.000 - R$1.200.000
Incident Management Specialist Job Description

We are seeking an Incident Management Analyst to join our team.

Duties and Responsibilities:
  • Conduct initial diagnostics and basic fault diagnostics to resolve customer faults.
  • Provide a professional first technical point of contact for customers.
  • Diagnose and/or repair basic and medium complexity fault-related cases using software diagnostics and network/product utility programs.
  • Allocate cases to the most appropriate next step in the case flow process.
  • Perform technical escalations in line with company procedure.
  • Monitor systems, customer networks, and products, and deal with alerts and events as appropriate.
  • Liaise and refer issues to relevant entities such as other GCSCs, PTT, IOC, and vendors as necessary.
  • Document all troubleshooting and case management actions via the electronic case management system.
Requirements:
  • Excellent customer skills are required.
  • Good interpersonal and communication skills.
  • Good time management and organisational skills.
  • Able to work under pressure.
  • Able to deal with multiple tasks.
  • Team work and problem-solving skills.
  • Basic knowledge of ITIL.
  • Flexibility in terms of working hours.

The ideal candidate will have strong analytical and problem-solving skills, with excellent communication and interpersonal skills.

Key Qualifications and Skills
  • Excellent communication skills.
  • Ability to work independently and as part of a team.
  • Strong analytical and problem-solving skills.
  • Good time management and organisational skills.
  • Basic knowledge of ITIL.

This role requires someone who is self-motivated and able to work effectively in a fast-paced environment. The ideal candidate will be highly organised and able to manage competing priorities.

Benefits

This is an exciting opportunity to develop your career in incident management and work with a dynamic team. We offer a competitive salary and benefits package, as well as opportunities for professional development and growth.

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