Fotzsyzrk Kanhcob

Activity and main achievements:
- carrying out all Incident Management daily duties;
- active participation and coordination in designing process for Incident Management Group: verifying/changing/creating contents of IM process and procedure;
- researching and improving the quality of Incident Management performance accordingly to client’s expectations. Analysis of selection of the optimal strategy for Incident Management improvement;
- coordination of communication: building up positive relationship with the Client; professional arrangements and active participation in workshops, meetings, conference calls, consultations;
- supervisor’s deputy during the absence of manager;
- initiative tasks realization: various projects in Service Center environment; close cooperation with company managers and supervisors; investigating unclear issues regarding to Incident Management performance;
- preparation of various reports to the management;
- influence in organizing presentations.


IM Responsibilities:
• Undertaking the management of Incidents for Client
• Ensuring all Incidents are progressed and updated
• Ensuring actions to resolve Incidents are captured and documented
• Ensuring all the actions are within the scope of the SLA
• Carrying out monitoring, chasing and reporting tasks
• Providing advice to resolver groups when they are not following best practice
• Escalating difficult issues to Process Owner or Incident Management Team Leader
• Carrying out tasks as suggested by the Process Owner or Team Leader in difficult situations
• Making suggestions for improvements to any aspect of the service
• Creating statistics