Incident Resolution Management Agent
hace 2 semanas
Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.
**Position Overview**
The objective of the incident manager is to recover the service level and minimize as much as possible the negative impact on the organization caused by incidents, so that service quality and availability are maintained.
The incident manager is part of a team that liaises with resolution teams and customers in order to ensure service agreements and KPIs and to proactively keep the customer informed of the status of incidents.
**You are responsible for**
- Tracking of the incident during its life cycle, ensuring its correct creation, assignment to the resolution groups and its resolution in due time and form.
- Proactive open call monitoring to ensure the fulfillment of contracted SLA agreements and KPI
- Pro-active information to customer on critical SLA conditions
- Request for opening ticket or ticket cancellations
- Responsible for updating tickets with new information
- Creating relief events
- Customer Reporting - MIS & Tools update
- Internal meeting with other departments’ representatives
- De-briefing of calls and if necessary, collect missing information
- Control of all incorrect task statues or statuses requiring correction or action
- Ticket quality control (Ticket type, Urgency, Channel, Description, task, assigned group, etc)
**Qualifications**
- Excellent knowledge of Microsoft Office, in particular Excel and Power Point.
- At least one year experience in ticketing tools management (ESB Oracle, Remedy, etc.).
- At least one year of experience in direct contact with customers.
- At least one year experience in environments with a high volume of incidents.
- Fluent in Spanish
- Basic English
- Organisational skills
- ITIL certification
- Nice to have
- SAP knowledge. Nice to have
- Analytical skills
- External/internal customer orientation
- Planning
- Decision making
- Teamwork
**Why should you join Diebold Nixdorf?**
Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.
Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Areas of InterestCustomer Service
Experience LevelMid-Senior Level Associate
CountrySpain
Primary LocationMadrid, Spain
Remote - Work from HomeNo
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