Verantwortlichkeiten
Responsibilities:
- Facilitate incidents through the entire incident lifecycle
- Provide clear, accurate, and timely updates to internal partners and management during incidents
- Educate internal partners in terms of our processes
- Understand customer expectations and optimise the Incident Management processes with functional teams
- Work closely with Problem Management, to ensure we provide the right outputs
- Leverage communication skills to successfully interact with team members, stakeholders, and customers
- Prioritize and triage incidents based on their criticality and impact
- Document incidents and create post-incident reports for management and stakeholders
Anforderung
Skills:
Preferred Skills and knowledge:
- Proven understanding of Incident Management frameworks such as ITIL, ISO 20000 or COBIT
- Strong product knowledge of the Adobe products
- Experience managing projects with remote/geographically dispersed team members
Excellent interpersonal skills (both oral & written), English is a must!
- Understanding of Service Level Agreements (SLAs) and Service Level Objectives (SLOs)
- Experience managing complex incidents in a hybrid or multi-cloud environment
- Collaboration skills working with local and remote teams
- Able to grasp complex technical concepts & translate them into a simple to understand language
- Able to act in the implementation of new processes & improvement of existing processes
- Self-motivated, willing to ask questions and use information to proactively affect change & achieve results
- Able to think through complex issues & propose alternative solutions to problems
