It Service Management For Amazon Madrid · Híbrido

Para una multinacional de Logística buscamos IT Service Management for Amazon con inglés muy Alto. Contrato indefinido con nosotros.
Role & Responsibilities RACI
Critical incidents (P1/P2) - Regular updates to internal customer & IT Global KAM (regular working hours only)
Critical incidents (P1/P2) - RCA (initial & final) registration in tracker
Critical incidents (P1/P2) - RCA (initial & final) generation in time and form
Critical incidents (P1/P2) - RCA (initial & final) actions completion follow up. Example: Amazon efficiencies call on Thursday. The regional KAM will receive updates from the Service Management Team / PRD Application and Infra owners
Critical incidents (P1/P2) - RCA (initial & final) quality assurance
Recurrent incidents (P3/P4) - Problem ticket analysis
Recurrent incidents (P3/P4) - Problem ticket creation, follow up and resolution
P1/P2 Escalation if rejected by Support Team
Customer IT Bi-weekly calls - Material preparation - Incidents
Weekly internal call - Critical IT Issues / Tickets Update (P1/P2)
COMMUNICATION MATRIX Escalation of incident
Provide regular updates to the sites about analysis and progress resolution during regular working hours
Request RCA
Circulate RCA internally for review
Communication of IT maintenance schedule (IT Maintenance calendar) to OKAM team
El trabajo seria 2 a 3 días en la oficina (La Finca, Pozuelo de Alarcón), martes, miércoles y jueves.


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