REQUISITOS VALORABLES:
ITIL
Scrum
Ingles nível Medio
**Key Performance Indicators**
- Control the resolution of incidents to agreed service levels
- Act as point of escalation in dispute or uncertainty over appropriate resolver group for an incident
- Act as point of escalation when closure of an incident is disputed by the user
- Ensure the Incident / Change / Problem / Knowledge Management process, procedures and work instructions are adhered to by all relevant parties
- Monitor and report on the effectiveness of the Incident / Change / Problem / Knowledge Management procedures