Incident and Knowledge Coordinator
Volvo Information Technology Aktiebolag / Supportteknikerjobb / Göteborg
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hela Sverige We are looking for an Incident and Knowledge Coordinator to reinforce the global support organization. The telematics solutions are dependent on a very high availability which put high demands on attention and care in the daily work.
The Incident and Knowledge Coordinator is responsible for ensuring that incidents are resolved as quickly as possible and that information is documented and shared within the team to continuously increase resolution rate and speed. This role is operational and requires a very good understanding of the support delivered. Therefore this person will also be working in the support team providing technical 2nd line support. This means that you will be involved in the daily support working in close contact with production technical specialists and developers and also with our suppliers and partners.
Job description:
The purpose of Incident Management is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations. The main purpose of the Incident and Knowledge Coordinator role is to drive and follow-up that all incidents are resolved as quickly as possible, ensuring quality of information in the support cases and that resolution knowledge within the team is continuously increased.
A case handling tool is used to register incidents, to document all activities in the process of resolving the incident and to help in the monitoring of the resolution progress. Target resolution time and resolution rate are detailed in Service Level Agreements (SLAs).
The detailed responsibilities of the Incident and Knowledge Coordinator are:
• Ensure that all reported cases are registered, classified and given proper priority in the case handling tool
• Ensure that prioritization of incidents is performed according to SLA agreements and the estimated impact
• Ensure that cases are assigned within the support organization and given proper attention
• Follow-up open incidents to ensure resolution within SLA
• Escalate open incidents when there is a risk for SLA breech
• Ensure that the team has proper training in the case handling tool
• Ensure that the knowledge management tool is provisioned with new and updated information
• Actively participate in the daily support
Professional profile:
You should have a master?s degree within computer science and experience within the following areas:
• Experience from working with support
• Experience from working with knowledge management tool
• ITIL
• Unix/Linux (Red Hat)
• Oracle database 10/11
• SQL
• Scripting
Knowledge and/or experience from Java programming and network is an advantage.
You should be fluent in both written and spoken Swedish and English.
The candidate that we are searching for has an ability to easily interact and communicate with others and is a team player. He/she has an ability to create and maintain good relationships with others and enjoys working in a dynamic and multi-cultural environment.
For more information contact:
Ulrika Allén, manager, phone: +46 31 322 56 41
Sharon Wiking, team leader, phone: +46 70 322 29 71
Publiceringsdatum2012-03-07Arbetstider och omfattningTillsvidare
Heltid
ErsättningFast lön
Så ansöker duSista dag att ansöka är 2012-03-18
Klicka på denna länk för att göra din ansökanAnsökan kan tyvärr inte göras via e-post.
FöretagVOLVO INFORMATION TECHNOLOGY AKTIEBOLAG
AdressVOLVO INFORMATION TECHNOLOGY AKTIEBOLAG
40508 GÖTEBORG
KontorsadressASSAR GABRIELSSONS VÄG
GÖTEBORG
KontaktuppgifterTelefonnummer: 031-667000
Jobbnummer 1178745
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