Technical Incident Coordinator (m/f/d) Technical Incident Coordinator (m/f/d) Full Time San José Province, San José, Costa Rica Hybrid With Professional Experience 4/21/24 Damovo Global Services (DGS) invites seasoned Technical Incident Coordinators (m/f/d) to join our dynamic and growing global ICT organization. Based in Costa Rica, this role offers an exciting opportunity on an initial 12-month contract. The focus of this role is to ensure top-notch quality across all activities is being performed and that the associated Service Level Agreements are being met effectively. You will play an integral role owning all incidents and service requests throughout the lifecycle including prioritizing work for other team members. Key Responsibilities Responsible for assigning incidents/service requests within an assignment or service group Determine if an escalation is required according to the priority and severity of the issue Escalate incidents/service requests at risk of breaching Service Level Agreement/Operational Level Agreement accordingly Identifying incidents/requests for review, and participate in incident reviews Communicating with the customer, as needed, to provide ticket updates Creating analyses and reports on the progress of work on critical/high-priority incidents and service requests for customers Attend customer meetings as requested As this is a global role candidates must be flexible to assist when necessary. Skills we are looking for: Strong communication and interpersonal skills Excellent verbal and written English Can demonstrate a logical approach to problem solving Strong analytical and management skills with a minimum of 2 years experience working in a similar role Adaptable working approach with a clear focus on customer service and a "will-do" attitude Technical knowledge: Incident Coordination experience ITIL training, experience preferred SNOW experience preferred Cisco CUCM experience CCNA certification MAC work (phone build, user management, hunt pilot, etc.) Cisco Unity experience MAC work (voice mailbox build, user management, Auto Attendant, etc.) Cisco Spark or WebEx platform experience preferred Your Benefits Work-Life-Balance Career Development opportunities Inclusive Workplace Medical Insurance Competitive remuneration package Home-Office Employee events Language Training Great reasons to work for Damovo Big enough to deliver, small enough to care. Work is no longer a place you go to! In the current business landscape, it is important to be able to work from anywhere, whether that's at home, in the office, or from a café. Damovo offers this flexibility and autonomy, combined with a culture of collaboration and connection. We cultivate open and honest cooperation, live a company culture based on trust with flat hierarchies. Being a global company with almost 700 employees from different backgrounds, we consider ourselves diverse by nature, and inclusive by choice. We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are committed to the principle of equal employment opportunities for all qualified applicants and to provide a sustainable and inclusive work environment free of discrimination and harassment. We welcome applications irrespective of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental challenges, national origin, or veteran status. We are looking forward to hearing from you! Contact Please reach out to Caroline for more information or any questions you might have. Caroline Reinhardt APPLY ONLINE Share this job
