Crystal Cream

Incident Manager @Getronics

Main tasks-Being a key contact person forCustomer and internalmanagement.Operational control of theincoming tickets (incidents,requests, changes) and the teambacklogEnsure proactive monitoring ofSLA\'sImplement process or changeswithin the team;Training employees onoperational execution of thedelivered services;Analyze delivered services andpropose solutions, improvementsto the Customer;Manage the coordinationbetween SD and multiplesuppliers, and the customer\'sinternal solver teams for effectiveresolution, ensuring clear actionplan is created and distributedEnsure that the knowledge bases up to date, creation of new KBarticles, proactive review ofexisting content and retiring ofaged articles;Responsible for MonthlyCleaning Process (Account andlicense disabling e.g; in SAP);Quality checksmajor Incident managementProactive Problem management