VSOL provides top-notch services while strictly adhering to international standards. We remain in the public eye as experts in “the next big technologies”. VNG Solutions will provide you with a creative environment with an emphasis on B2B services, where you will have the opportunity to foster your abilities and learn about various technologies to advance your career
Responsibilities:
- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
- Remediate deviation of a process for its particular division/department/school
- Responsible for communicating with the Incident Process Owner
- Point of contact for all Major Incidents
- Responsible for the effective implementation of the process “Incident Management” and carries out the respective reporting procedure.
- Represent the first stage of escalation for Incidents
- Monitor the workload per Tier 1 Analyst
- Monitor the incidents to ensure that the Service Level Agreement are respected
- Identify, initiate, schedule and conduct incident reviews
- Ensure the closure of all resolved and end-user confirmed Incident records
- Provide guidance to the Incident Process Coordinators
- Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable