Incident Controller

Incident Controller

Stefanini, Inc.

Incident Controller

Details of the offer

Who we are

For 30+ years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.

Job Summary

Position is responsible for supporting the organization with initial compliance and ongoing preparation, testing and monitoring of conformance to established quality assurance processes and standards for manufacturing and production.

Performs evaluation of internal controls, communications, risk assessments and maintenance of documentation as related to compliance with internal and external safety, quality, and regulatory standards.

Develops competence by performing structured work assignments.

Uses existing procedures to solve routine or standard problems.

Builds collaborative working relationships internally and externally.

Attendance and schedule adherence are requirements of this position.

Job Responsibilities

Maintain and oversee the quality assurance program.

Control programs, practices and procedures in support of established Information Technology standards and Stefanini s Best business Practices.

Work with internal management and customers on improvement programs increase the value of the Service Desk to internal customers.

Work to maintain the quality assurance program for a multi-site multi lingual global service desk.

Work with other regional Quality Controllers to Analyze regional and global quality performance to determine areas of improvement needed.

Review and analyze Service Level achievement in conjunction with Service Level Management.

Advise and consults with project management and customer on all continuous improvement and quality related issues.

Identify and implement improvements opportunities within the delivery processes that will improve quality and overall delivery effectiveness

Perform daily and weekly and monthly required ticket and call audits to ensure all processes are adhered to

Provide quality reporting data to project management that shows contractual quality metrics and all relevant trending

Perform all project level quality audits for compliance of all quality metrics

Updating specific trackers and documents with the details of each audit, the results, details on feedback (eAudit or specific monitoring tool, monitoring and feedback trackers, etc.)

Investigate and follow up on high-visibility customer escalations

Analyzing Quality Concerns, complaints and compliments, Customer Satisfaction surveys, First Level Efficiency results for identifying areas of failure, runs root cause analysis and implements fixes as needed

Assist with the implementation of all Stefanini Best Business Practices across the programs

Develop reports, files and other administrative paperwork as needed to fulfill all tasks above

Designing individual (together with the agent s manager) or team improvement plans based on all above items, as part of the Quality Issue process; when needed, deliver coaching sessions targeted to improve the agents knowledge, soft-skills, process awareness)

Participate in daily, weekly, and monthly customer meetings as requested

Qualifications and Job Skills

Bachelor s degree or equivalent work experience preferred. Less than 2 years of related experience.

Excellent oral and written English communication skills.

Solid understanding of Microsoft Outlook, Excel and Word 2010.

Strong organizational and prioritization skills, with focus on attention to details.

Excellent attendance and schedule adherence are requirements of this position.

Minimum of six (6) months ITIL based Service Desk experience.

ITIL foundations certificate or Problem Controller training is a plus, but not required.

Technical certifications or equivalent experience a plus.

ITIL Foundations v2 or v3 understanding preferred.

Excellent relationship skills.

Effective time and project management skills.

May require additional project-specific training.



  • Internet
  • Mainframe
  • Internet

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