Job description:

EIS Support and address general escalations hitting the TechOps-domain, and which are not major incidents or system outages (for this we have major incident management team)
Make sure that for any escalation addressed via any of our intake channels (SPC-escalation, email, chat, later: hotline), the correct escalation path is identified and followed, until we find a colleague who accepts responsibility for the escalation and drives it technically
Follow-Up on running escalations to see if further support from other teams required, make sure this support is given, and overall progress is made
Centrally document all escalations addressed to EIS for future analysis and to identify escalation hotspots
Continuously provide feedback to Service- and Technical Area Owners in case escalation paths are outdated or not delivering the expected results

• To ensure customer engagement / satisfaction and referenceability
• To plan for Program and Delivery Management and ensure that the agreed deliverables in terms of margin are met.
• To anchor process improvement/compliance (human error reporting) and other organizational initiatives (automation , Lean IT implemetation)
• To guide, manage, develop, engage the team therby ensuring employee retention
• To ensure upskill/ creation of resources through internal academies/ trainings and growth rotation