Wels, Upper Austria, Austria
Leading the following areas under R&D Software Development organization in TGW: - Infrastructure Development - Information Security - Cloud Operations - Product Support & Consulting - Product Training - Technical Documentation - DevOps organization
Ultimate responsibility for ownership of all customer incidents or service requests logged. Responsible for tracking & progress-chasing of incidents to conclusion and in line with SLAs & quality standards. Management of critical customer incidents, associated customer communication, activities & any appropriate escalations. Provide incident analysis information & KPIs. Continually measure, monitor and work to drive down incident levels. This relates to both product & customer problems. Ensure that the service desk actively participates in improving the usability & reliability of TGW software products. Identify & implement improvements to the Service Desk incident logging system in order to provide a more effective and efficient service to customers Ensure that the Service Desk is using, fully, appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers. Responsible for ensuring that the Service Desk has the requisite knowledge to process customer incidents effectively. Design, co-ordinate, manage & encourage the processes around updating versions of software to be utilised and upgraded. Provide a regular training service where needed for all levels of experience. Design & implement new services for customers. Responsible for making sure that working practices and processes exist, are robust and, wherever possible, are standardized and repeatable and support any required day-to-day activities. Review performance reports, service improvements, quality and processes. Provide management and performance reports to an agreed schedule. Manage & collaborate with third party suppliers where appropriate and ensure that their performance and provision of services and quality is in line with our expectations and enables us to meet or exceed service levels. Leading & managing the Service Desk team to ensure team and individual performance levels meet customer needs.
Working as expatriate in the headquarters of TGW.
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