Experience

Scheidt & Bachmann USA, Inc.

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Incident Manager

  • Aug 2019 - Present

  Successfully managed incidents and service requests for major customers and restored services within agreed service levels which lead to exceptional customer satisfactory. Ensured excellent communication and visibility, that promoted establishment and continuous renewal of strong partner- and relationships with customers and stakeholders through the customer journey. Served as technical subject matter expert in remediation meetings and ensured full transparency of case progress. Identified multiple ITSM process improvements and refined procedures for problem analysis, and documentation of incidents. Product owner of knowledge base - Served as subject matter expert for knowledge management and shared new content and helpful articles in a newsletter that improved the overall performance of support groups. Coordinated between global support groups to ensure accurate hotfix and release creation. Planned and delivered an improvement-project within time, scope and costs that improved global communication flows and service delivery. Show less