Incident response coordination
assess the impact and urgency of incidents and prioritize them accordingly.
Incident diagnosis and resolution
facilitate initial diagnosis and categorization of incidents.
Provide timely and effective resolution to incidents, either independently or by escalating to higher support tiers or vendors when necessary.
Monitor the progress of incident resolution and provide guidance to technical teams.
Communication and reporting
keep stakeholders informed of incident status, impact, and resolution timelines.
Prepare and distribute incident reports, including root cause analysis and corrective actions.
Conduct post-incident reviews to identify lessons learned and areas for improvement.
Documentation and knowledge management
maintain accurate and up-to-date incident records in the incident management system.
Document incident resolution steps and create knowledge base articles for future reference.
Ensurthat incident management processes and procedures are well-documented and adhered to.
Provide training and guidance to end-users, addressing common issues, and promoting best practices.
Testing and quality assurance
conduct test cases to validate system functionality.
Conduct user acceptance testing (uat) and gather feedback for improvement.
Ensure that all solutions meet quality standards and business requirements.
Assist in the configuration to meet business requirements and address user needs.
Continuous improvement
analyse incident trends and identify recurring issues to prevent future incidents.
Implement process improvements to enhance incident management effectiveness.
Collaborate with problem management teams to address underlying issues and reduce incident recurrence.
Technical / professional skills, expertise and qualifications
university degree in information systems, business/management or equivalent.
Proficiency in erp systems, epicor is an asset and related technologies. Knowledge of erp modules relevant to functional areas (e.g., finance, customer service, supply chain).
Understanding of erp system architecture, business processes, and best practices.
Strong problem-solving and troubleshooting skills to diagnose and resolve incidents efficiently.
Clear verbal and written communication skills to interact with end-users, stakeholders, and technical teams.
Understanding of erp system architecture, business processes, and best practices.
Exceptional organizational skills to manage incident records and documentation.
Required competencies - professional level
good communicator - participate in working meetings, ask good questions, listen to the answers (really listen), and absorb what's being said. Communication does not always happen face-to-face. The ability to be a strong communicator in a virtual setting (via conference calls or web meetings) is equally important.
Team player
- working as part of a team, which may be established purely for a particular project to write a specific section of the program;
problem solving - facilitate a shared understanding of the problem and the possible solutions.
Critical thinking & evaluation - evaluate multiple options before helping a team settle on a solution. Listen to stakeholder needs but also critically consider those needs and ask probing questions until the real need is surfaced and understood.