Incident Management Analyst at Ocado Group | Torre
Incident Management Analyst
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Ocado Group

Incident Management Analyst

Ocado Group
Posted by
Yuliana Velasquez Ramírez
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Full-time

Legal agreement: Employment

Compensation
USD15 - 35/hour
location_on
Hybrid (United States)
Posted almost 6 years ago

Responsibilities

• Provide outstanding Customer Service. • Provide support for a diverse and ever-evolving customer base consuming Ocado Services performing a variety of roles incorporating: ◦ Customer contact management using Phone/Email and ITSM tooling. ◦ Incident Triage and Prioritization. ◦ Incident Resolution. ◦ Event Management. ◦ Customer Liaison and Communication. ◦ First time Fix based upon knowledge and technical ability. ◦ Change Management and deployment. ◦ Support Cloud, Linux, Unix and MS Domain-based systems. • Create relevant knowledge articles to support the Service Assurance process. • Planning and effective delivery of project/continuous improvement initiatives • Drive incident recording quality via retrospectives and reviews. • Recommend and suggest tooling improvements.
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