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Endava – Bogotá DC – The management of incidents through their entire lifecycle, starting from the appropriate triaging and continuing through the resolution of the incidents by engaging resolving groups, managing the communication with the various internal and external parties and ending with the correct recording of SLA compliance. The triaging activities will involve analysis of the request and using knowledge of the systems, correctly categorizing the request either as incident or change request, followed by correctly engaging the appropriate party to commence resolving activities. Ensure all requests, incidents and queries are triaged in Service Management tool within agreed SLAs Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions Performing requirements analysis Documenting and communicating the results of your efforts Working closely with clients, technicians, and managerial staff Ensuring solutions meet busine…