Job Responsibilities:
- Reviews and discusses open incidents to determine who and how the incidents should be handled.
- Reviews recently closed incidents to determine if the incidents could have been handled better. If so, implement corrective action for the future.
- Reviews the status of existing knowledge articles for the relevant process. Follows-up with authors / reviewers as needed in cases where target dates are missed. Proposes additional ideas for knowledge articles and assigns authors, reviewers and target dates. Publicizes the publication of new knowledge articles.
- Identifies areas with high support requirements and proposes ideas for improvement.
- Identifies areas where there is a need for knowledge transfer workshops, to enable the 1st and/or 2nd level support teams to support an existing or new...
