Incident Support Manager
Job Posting for Incident Support Manager at Intellibee
Loreal is looking for a Retail Incident Support Manager to join a high-end cosmetics company for a contract opportunity. This person will be responsible for monitoring and tracking the performance and service-levels of the retail support MSP's. In doing so, they will be partnering with the business and operations team to drive prioritization and consistencies in incident management and support as well as facilitating daily app support scrums in order to provide guidance and support to the MSP teams. This person will be responsible for handling the operational management aspect of Level 2 support and partnering with the outsourced vendor to enhance the current processes in place. The ideal candidate should have POS knowledge, retail support and operational management in the retail/luxury space. This role is a contract opportunity that will start off as a 6 month contract and extend into a long term role with potential of conversion.
Additional Information:
- Manages all reporting on INCIDENTS and technician performance and ensures proper daily, weekly, monthly, and dashboard reports to reflect the status of OVERALL RETAIL SUPPORT
- Ensures that proper reference and troubleshooting documentation are kept current and monitored for compliance
- Monitors the Retail Support escalation process (L1->L3) to ensure better support for our end-users
- Monitors and gathers feedback from end-users to identify concerns and facilitates remediation of Support processes
- Provides troubleshooting analysis and guidance to team, as necessary
- Facilitates Retail projects, as needed.
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