职位描述

招聘人数：若干

职位职责： 实习天数：3 天 / 周

Position Accountabilities:
- Owner and responsible of the Incident and problem management from the opening till the issue is closing according the Service levels defined.
-  Work independently (Not only catch and dispatch) during weekends and national holidays to guarantee the 24x7 first level support based on the defined services. The 24x7 service will be provided in collaboration with other teams in other time zones and locations.
- Provide the services on the CSD corporate virtual team which has staff in several locations and covering the 3 different time zones APAC, Americas and EMEA based on the “follow the sun” concept.
- Ensure the delivery of the first level support services
- Management of Service Provider resources on basis of SLA′s, OLA′s, SOPs, Contracts and with individual targets
- Handle upcoming issues even if the situation is not described 100% in the SOP.
- Take care of new applications (New IT Landscape) which are used globally in case of incidents and problems that have a big business impact.
- Capability to work in critical moments alone as long as the central incident managers could be brought in.

Relevant Education Background, Hard Skill, Knowledge and Experience:
-     Can come to office at least three times a week.
-     Able to working on night shift

Core Competences:
-    High level MS Excel and PowerPoint skills
-    Competent English, in writing and speaking
-    Strong interpersonal skills and ability to work effectively in a team environment