Incident Control Specialist II

Listed salary ranges may vary based on experience, qualifications, and local market.

Position is responsible for performing evaluation of internal controls, communications, risk assessments and maintenance of documentation as related to compliance with internal and external safety, quality, and regulatory standards. Identifies risk and evaluates deficiencies while working with internal departments/business units to appropriately remedy them.

Requires knowledge and experience in own discipline. Analyzes possible solutions using standard procedures. Receives a moderate level of guidance and direction. Builds collaborative working relationships internally and externally. Attendance and schedule adherence are requirements of this position.

• Coordinate the daily execution of the incident management process.
• Facilitate regular incident review meetings.
• Communicate changes and issues in the environment which may affect service desk and deskside incident volume.
• Identify opportunities minimize exceptions to processes, and propose framework for sustainable practice.
• Monitor the effectiveness and efficiency of the incident management process.
• Identify functional escalation point for tickets when required.
• Oversee the lifecycle of all open incidents/requests in order to communicate issues or potential issues with vendors, clients, Stefanini technicians and leadership resources, and detect and prevent SLA and/or KPI breaches.
• Coordinate the broadcasting of status updates to key stakeholders and resource and leadership teams.
• P1 and P2 Management End to end process including communications
• P1 and P2 Management Creation of RCA
• P1 and P2 Management FPOC - On Call OOH and Weekends
• Schedule flexibility to work APAC or EMEA shifts as needed
• ITSM Process Execution Incident Management
• ITSM Process Execution Problem Management (Including RCA follow ups)
• ITSM Process Execution Request Management
• ITSM Process Execution Service Desk Knowledge input
• ITSM Process Execution End User Knowledge input
• ITSM Process Execution Navigating changes
• ITSM Process Execution Navigating Configuration Items
• ITSM Process Execution Survey
• Service Now Reporting
• Process Monitoring SLAs
• Process Monitoring Aged
• Process Monitoring Bouncing
• Service Reporting Daily Operations Review
• SDM Tools SDM Share Point
• SDM Tools Global Power Outage Process
• SDM Tools Send Word Now
• SDM Tools Quality Concerns
• SDM Tools E2E
• SDM Tools Three Strike Rule - How to use and how to spot abuse
• IT Owner's Manual Consolidate, Update, Align and keep it current.
• IT Audit Prepare documentation, Compare supplier MSRs and Report GAPs
• Other duties as assigned.

Bachelor's degree or equivalent work experience preferred. Typically requires a minimum of 2 years of related experience.

• Minimum of six (6) months experience with Service Desk or Deskside projects.
• 0-2 years' experience in an incident control role.
• Understanding of technician documentation requirements.
• Strong customer service experience.
• Ability to work in a dynamic team environment, as well as independently, with limited supervision.
• Ability to identify problem areas and feed this information to service delivery.
• Excellent oral and written English communication skills.
• Solid understanding of Microsoft Outlook, Excel and Word 2010.
• Strong organizational and prioritization skills, with focus on attention to details.
• ITIL foundations certificate is a plus, but not required.
• May require additional project-specific training.
• Schedule flexibility to work EMEA and APAC shifts.
• On-call availability.
• Attendance and schedule adherence are requirements for this position.
• Knows and applies fundamental concepts, practices and procedures of particular field of specialization.
• May develop advanced skills using tools and equipment appropriate for the position or specialization.
• Using established procedures and working under immediate supervision, performs assigned tasks.
• Work is routine and instructions are usually detailed.
• Resolves routine questions and problems, and refers more complex issues to higher levels.