Damovo Global Services (DGS) invites seasoned **Technical Incident Coordinators (M/F/d) **to join our dynamic and growing global ICT organization. Based in Costa Rica, this role offers an exciting opportunity on an initial 12-month contract.
The focus of this role is to ensure top-notch quality across all activities is being performed and that the associated Service Level Agreements are being met effectively. You will play an integral role owning all incidents and service requests throughout the lifecycle including prioritizing work for other team members.
Key Responsibilities
- Responsible for assigning incidents/service requests within an assignment or service group
- Determine if an escalation is required according to the priority and severity of the issue
- Escalate incidents/service requests at risk of breaching Service Level Agreement/Operational Level Agreement accordingly
- Identifying incidents/requests for review, and participate in incident reviews
- Communicating with the customer, as needed, to provide ticket updates
- Creating analyses and reports on the progress of work on critical/high-priority incidents and service requests for customers
- Attend customer meetings as requested
Skills we are looking for:
- Strong communication and interpersonal skills
- Excellent verbal and written English
- Can demonstrate a logical approach to problem solving
- Strong analytical and management skills with a minimum of 2 years experience working in a similar role
- Adaptable working approach with a clear focus on customer service and a "will-do" attitude
Technical knowledge:
- Incident Coordination experience
ITIL training, experience preferred
SNOW experience preferred
- Cisco CUCM experience
CCNA certification
MAC work (phone build, user management, hunt pilot, etc.)
- Cisco Unity experience
MAC work (voice mailbox build, user management, Auto Attendant, etc.)
- Cisco Spark or WebEx platform experience preferred