Empresa: HAYS
Provincia: Madrid
Población: Madrid
Descripción: Multinational company – end client – is looking for an Incident, Problem and Knowledge Manager (EMEA) for their office in Madrid.

Under the general direction of the Zone Head of Delivery and Operations, the Incident, Problem and Knowledge Manager is responsible for the implementation, mastery and evolution of ITSM processes in his/her scope of responsibility aligned with the respective ITSCs located in the zone and standard global process and policy.

The incumbent holds the role of process owner for Incident, Problem and Knowledge Management, on behalf of the Cloud and Data Centre scope which purpose is:

Ensure that the Incident Management process fits for purpose.
Problem management is fully implemented driving a continual improvement and avoidance of recurring incidents
Ensuring that a knowledge management process in place that allows the results of incident and problem management to be captured and recorded for the continual evolution and improvement of the service offering.
Provide direct management to incident, problem and knowledge management implementation projects on behalf of GCDC (tools, governance¡).
Work directly with outsourcing organizations to ensure compliance and adoption to standard process or when applicable the appropriate interface in process and/or tools.
Represent the GCDC zone for the [+] Ampliar información

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