Support N2 Multimédia
Core
Coordinate incident resolution within SLA, manage the incident knowledge base, and ensure overall service quality and availability.
Role type
Senior Incident Support Engineer (N2)
Builds
Incident resolution workflows and service stability
Domain
IT Service Management (ITSM)
Deliverable
client delivery
Required skills
incident analysis, root cause investigation, backlog management, escalation handling, process improvement, documentation
Preferred skills
ITIL V3, ISO 20000, Salesforce, Confluence
Technologies
Salesforce, Confluence
Responsibilities
Manage client incident backlog from receipt to resolution, perform preliminary analysis using provided tools, handle escalations and inform N1 on progress, implement corrective processes, investigate incidents in depth, track incidents escalated to N3, write documentation for internal ticket processing, maintain N2/N3 synergy and share blockers, contribute to quality meetings
Seniority
Mid-level, hands-on IC
