Senior Technical Resolution Specialist

4 dni temu


Kraków, Lesser Poland ManpowerGroup Sp. z o.o. Pełny etat

ManpowerGroup Sp. z o.o., a global company with over 70 years of experience, operates in 82 countries.

We have been present on the Polish market since 2001 and currently have nearly 35 branches throughout the country.

About the Job

This is an exciting opportunity to join our team as a Senior Technical Resolution Specialist, responsible for leading technical escalations and ensuring timely resolution of complex issues.

The successful candidate will be part of our dynamic Support Team, working closely with engineers, internal departments, and customers to resolve technical issues efficiently.

Key Responsibilities:

  • Monitoring Tier2 case queues and collaborating with the team to ensure escalated cases are resolved within required SLAs and customer expectations.
  • Serving as the primary escalation contact for Support Engineers, internal departments, and customers for technical issues.
  • Managing all service incidents that occur during shifts and providing additional coverage or assistance as needed.
  • Directing troubleshooting activities and engaging other functions as necessary.
  • Driving internal and external communication to ensure ongoing updates on the resolution process.
  • Facilitating the customer RCA generation, approval, and distribution process.
  • Generating service incident metrics on a monthly and quarterly basis, identifying trends, and recommending strategies for incident reduction.
  • Maintaining, enhancing, and updating the service incident infrastructure and procedures.

Requirements:

  • Advanced proficiency in Polish and English.
  • 3-5 years of experience as an Escalation Manager or in a similar role.
  • Experience in problem management, change management, or incident management is desirable.
  • DNS and HTTP knowledge is optional but beneficial.
  • Strong organizational and teamwork skills.

About Us

At ManpowerGroup Sp. z o.o., we value our employees' growth and offer opportunities for professional development.

We provide a range of benefits, including sport cards, life insurance, private healthcare, and the chance to work with an international technology company.



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