Incident and Complaint Management

At Winning Consulting we are looking for an Incident and Complaint Management to join the project of an important multinational company in the technology sector in Lisbon.Responsabilities:

• Monitor and improve the overall Incident and Complaint Management Performance in a multiprovider environment.
• Through reporting and analysis, pinpoint inconsistencies and underlying issues.
• Identify proactively critical areas impacting the correct process execution and the user satisfaction.
• Act in full coordination with the Stakeholders for other processes to maximize benefits and build standard, comprehensive and re-usable solutions.
• Ensure the quality of the resolution process for Incident and Complaint Tickets.
• Drive improvement in process and tool functionalities for Incident and Complaint.
• Act as operational escalation contact for process related questions.
• Manage delivery of KPIs from Operational teams.
• Provide support and guidance to assist responsible parties in recognizing problematic areas.
• Collaborate with respective management areas when further escalation and support are required.
•  Ensure process compliance Siemens-wide on a global and local scale, as well as across Providers.
• Drive E2E Management of Service Integration for new Applications/Services to Service Now including integration specifications (service design and setup, interfaces, Frontend/ Service Catalog items).