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Provides capture support for Major Incident Management processes and engages with ESM Practice members and internal colleagues to coordinate service activities. Experience with ITIL and other service management methodologies.
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Develop effective and workable framework for managing and improving customer IT support in the organization (Operational, Applications, Process) and advise management on situations that may require additional client support or escalationManage process for communicating outage/emergency activities to the organization.
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You will enter and manage all incidents in the incident management system and act as a liaison between customers and technical escalation teams. Experience with Incident resolution and Ticket closure.
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Ability to work occasional weekends and off hour shifts to support migration activities and incident management. Communicates progress, expectations, and escalation of problems to management for awareness and/or resolution.
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The IS Service Desk Knowledge Management Analyst is responsible for the knowledge management process within ServiceNow and keeps the knowledge articles current with subject matter experts (SMEs) in order to minimize service desk escalation to tier 2 teams.
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Supports incident escalation and assesses probable damages, identifies damage control and remediation, and assists in developing courses of action. CompQsoft Inc. Established in 1997, headquarters in Houston, TX and office in Leesburg, VA. CompQsoft offers a range of comprehensive Cyber Security, Infrastructure, Cloud solutions, ERP implementation, Business Intelligence, Application development, Ecommerce applications and Management consulting services.
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Participates, enforces, and follows syncreons change, incident, and problem management processes and escalates, where required to the Service Desk following the predefined escalation procedure.
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Our technology ecosystem spans 600+ applications, monitoring and incident management across 10,000+ servers, multi-cloud – multi-platform event streaming and microservices architecture, and enterprise-grade systems that power a catalog of over 1.4 million products, 330+ distribution centers and a fleet of 14,000 IoT-enabled delivery trucks, and more.
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These responsibilities, part of the NetJets incident, problem, request, and knowledge management practices include intake, triage, troubleshooting, escalation, documentation, and resolution.
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Respond to and document incidents within an Incident Management System. Manage conflicts utilizing de-escalation skills and effective communication with diverse groups of people. Should be comfortable typing and completing incident related documents to include photos, witness statements and incident reporting.
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Serve as the senior Tier III escalation support engineer for Incident Management activities. Experience with Aruba ClearPass Policy Manager (CPPM) identity management solution.
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Serve as a point of escalation for the IT Support team on SaaS-related issues and participate in incident management. Proven experience as a Business Systems Analyst, System Admin, IT Engineer, or similar role in IT project management.
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Our product is a blend of Incident/Claim Management software, smart IoT + a curated hyper-local mobile market-network of Service providers and real estate transactions, powered by a wide variety of ML innovative applications that optimize everything that we do.
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Assure that incident and change management, security and issue escalation procedures are followed. Two or more years’ experience in formal Project Management methodologies like agile or scrum.
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Experience: 2 years of experience in a knowledge management role, 2 years of experience with ServiceNow or similar ITSM tool required, 3 years of customer service experience in a service desk or call center environment.
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incident management escalation jobs
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