ASIS
Managing ticket workload across a number of customers, escalating issues where appropriate, and providing resolution to issues
Liaising with internal Customer Managers, Service Desk, Incident, and Problem Managers and Change Managers, whilst being involved in the management of major incidents and performance reporting
Troubleshooting issues in the product (application and data), database server, web server (IIS), and networks, to minimize the risk of disruptions
Communicating and escalating critical service failures through the Incident Management, Problem Management, and Senior Management teams
Ensuring reviews are fully documented and actions are raised and fulfilled
Being involved in changes to the service operation tools, processes, and working practices
Assisting in defining and meeting SLAs, OLAs, and maintenance, as well as updates of the service catalog
Assisting in building up the Services Support Knowledgebase and promoting more 1st- line support resolution by the Global Service Desk
Undertaking continuous improvement in the operation
Coordinating with Product Development and Implementation teams to support product updates
Supporting updates to products and services in both test and live system environments, in compliance with defined procedures
Creating Microsoft SQL Server and Oracle Databases scripts to identify and correct data integrity issues in customer’s data
Identifying opportunities that can improve the efficiency of the business and technical processes
Including all other duties as may arise from time to time and as may be assigned
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