Duration: Possible internalisation after 12 months
Availability: Full-time (8h/day)
Rate: Negotiable
Start date: as soon as possible
Location: Remote (GMT+0)
English Level: Fluent

 
* Quickly assess customer issues routed to R&D to ensure the incident management and problem management process is followed


* Identify ownership issues within R&D and work with Engineering managers to ensure every Incident and problem has right ownership


* Ensure owners update the resolution and status on the incidents and problems within SLA


* Be the escalation point to ensure any incidents or problems not addressed within SLA is escalated to next level


* Provide daily updates on top incidents and problems to management


* Be the primary POC in R&D for support issues and participate in meetings with Customer Support organization in management of Incidents and Problems


* Provide input to refine and improve the incident response process and problem management process 



#Salary
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#Location
Lisbon