Are you keen to join a global medical device Imaging company as a technical support specialist?
Primary Purpose of Role:
The Incident Support Specialist will be part of the Service Support team responsible for Europe HCIS Incident Management and all related activities.
The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact of incidents on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. ‘Normal service operation’ is defined as service operation within Service Level Agreement (SLA) limits.
Specific Roles & Responsibilities:
Include scope of role, complexity, autonomy, decision making impact, accountability, and supervisory responsibilities (if applicable)
Incidents technical responsibility during the whole incident ‘lifecycle’.
Complete incident identification and logging.
Incident categorization, raising Request for Change (RFC) to change management process when required.
Incident prioritization by considering both the urgency of the incident (how quickly the business needs a resolution) and the level of impact on the user(s).
Incident diagnosis including functional and hierarchical escalation responsibility.
Incident investigation according to the expected methodology:
- Establishing exactly what has gone wrong or being sought by the user
- Understanding the chronological order of events
- Confirming the full impact of the incident, including the number
- Identifying any events that could have triggered the incident
- Knowledge searches looking for previous occurrences by querying
- Known Error Database (KEDB) or Knowledge Databases
Incident resolution and recovery, ensuring that recovery action is complete and that the service has been fully restored to the user(s).
Incident record information and KEDB regular update.
Create Incident technical reports.
Technical contact with the customer during the whole incident ‘lifecycle’.
Submit request of corrective actions to the Problem Management Team.
Perform on site activities when required.
Proactive incident management responsibility through RMS monitoring.
Proactive scheduling and deployment of patches and minor updates.
Monitor data migration and related exceptions.
Monitor and share remote connection information.
Proactively report any potential risk in terms of data integrity, data security, legal impact or service interruption.
24x7 Incident Support Service:
Availability to act as “on call” incident support engineers during the 24x7 service.
Incident support of other geographical region according to the “24x7 follow the sun” service.
Min. Education and Field of Study:
NVQ Level 3 in IT, technical field or a related field
Minimum Years of Experience:
Over 2-year experience in a similar role
- Advanced Technical skills on CSH HCIS Products
- Advanced Technical skills on OS, DBA and DB Developer
- Technical document writing
- Awareness of potential business impact
- Awareness of radiological workflow
- Excellent verbal and written English language skills
- Strong analytical skills
- Strong customer centric skills
Desired Education, Skills & Experience:
Oracle Certified Associated (OCA)
Previous experience of working within the Healthcare IT industry
Excellent verbal and written German or French or Nordic or Dutch language skills