Ticket Manager
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Job Description
Ticket Manager providing emergency support for SAP incidents at HR Path. Managing critical tickets and ensuring compliance with service level agreements while working remotely.
Responsibilities:
- Receive critical tickets forwarded by the IVR
- Check the record of this critical incident in the client's ITSM
- Validate the severity (Critical/High) based on impact and urgency
- Log the incident in HR Path's ticketing tool
- Verify the corresponding SAP module
- Contact the on-call consultant responsible, according to the on-call rotation matrix
- Record all evidence of notification and ticket updates
- Ensure compliance with the first-response SLA
Requirements:
- Experience with Service Desk/NOC
- Knowledge of ITIL concepts: Incident, Priority, SLA, and Criticality
- Clear and concise communication
- Autonomy and self-management
- Assertiveness to validate severity
- Resilience
- Organizational skills
- Analytical and detail-oriented
Benefits:
- A highly stimulating and fulfilling work environment with international development
- Rapid career growth with numerous opportunities for development (horizontal & vertical): international mobility, training, and certification
- A good work-life balance with telecommuting possibilities
- Investment in the development of our employees; quarterly team events, annual seminar etc.
- We are Happy at Work certified and continue to listen to our employees.
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