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Escalation & Problem Manager

Location: Belgium - Zaventem | Job-ID: 61521 | Contract type: Standard | Business Unit: IT Service Delivery/Managed Services

 

A new and exciting opportunity has arisen for an Escalation and Problem Manager to be based on customer site in Brussels and Zaventem. The successful candidate will take an active role in driving Customer satisfaction up by acting as an Escalation manager while supporting all Problem Investigations from commencement right through to resolution.

 

REQUIREMENTS

  • Act as a Single Point of Contact for Escalation management to ensure correct analysis, follow-up and documentation
  • Drive and control Problem Management investigational activities (root cause analysis, counter-measures definition and solution implementation)
  • Ensure problem records are kept up to date with clear concise information which easily explains what current investigational steps are talking place
  • Work in close collaboration with the Central Problem Management team (remote) to develop and maintain the Problem control process, in accordance with Customer’s Business Procedures
  • Prioritization of workload using Severity guidelines
  • Efficient at managing 30+ complaints and problems record activities at any one time
  • Monitoring and recommending changes to the effectiveness of the Problem Management processes.
  • Manage peer to peer relationships with internal and external suppliers and resolver groups, across multiple Operations Center / locations.
  • Proactive, efficient, driven and understands the importance of delivering a good level service to the customer
  • Strong Interpersonal and communication skills, also at higher management level
  • Competence in running and controlling problem investigation conference calls and meetings
  • Good understanding of technical terminology and the ability to translate that terminology into simple English
  • Adherence to process
  • Manage own workload and understand escalation process
  • Identify areas of Service Improvement for the customer
  • Accountable for driving Continuous Improvement across the service lines
  • Work with teams across different geographies effectively driving key initiatives
  • Drive and focus on Incident reduction
  • Sound Understanding of trend analysis


KNOWLEDGE & KEY SKILLS

 

  • Escalation and Problem management experience in a multi-disciplined technical department.
  • Experience in trend analysis and proactive problem management
  • Proven track record of problem & error control
  • Proven experience working in large scale enterprise environments
  • Good communication skills and people relationship skills
  • Excellent Excel skills
  • Ability to successfully work as part of a virtual team

 

Current information for our applicants

Business as usual? Not quite. Of course, the Corona crisis also presents us with major challenges.

 

However, we are broadly positioned across various industries, plan for the long term and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation. We believe that this topic will continue to grow in importance for many companies in both public and private sectors.

 

That's why there are still areas of our business with clear hiring requirements – and we would like to bring talent like you on board! By the way, we have completely virtualised our application process and our recruiters remain available to you should you have any questions.

 

We are still looking forward to getting to know you!

 

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 16,000 employees worldwide and a global revenue of £5.05 billion (2019). We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

 

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

 

Interested in joining a company with a strong sense of community?

 

We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether

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