Overview

Responsibilities:

  • Receive and process problem tickets, implement initial review, criteria based edition, define priority, process assignment to the responsible team/department
  • Keep tense contact with the responsible teams/specialists, require updates regarding the problem investigation, implementation and resolution processes based on procedures, follow target dates
  • Manage and organize the life cycle of all Problem records
  • Organize Problem Review calls and meetings to determine root cause and action plan towards Problem resolution and preventing problem recurrence.
  • Review previous incidents, analyze incident reports, verify and initiate creation of problem tickets based on the performed analysis and further process. 
  • Prepare daily/weekly/monthly reports as requested, analyze and organize presentations for separate departments, management based on specific requirements
  • Keep up to date with all company products and maintain high level of knowledge about in-house software, procedures, instantly upgrade the skills regarding the changes in products and services
  • Promote teamwork and knowledge sharing, be actively engaged in Knowledge base creation process, continuous update and sharing with team members and company staff
  • Create, manage and frequently update Known Error Data Base
  • Be ready and willing to take on additional responsibilities
  • Other duties as assigned by the supervisor

Required Qualifications:

  • At least 1 year of work experience in the field of IT, Project Management or Consulting;
  • Fluency in Armenian and English,
  • Knowledge of Russian is a plus
  • Advanced computer user;
  • Knowledge of ITIL Principles is desirable
  • Knowledge of Project Management principles;
  • Skills and experience of process implementation is desirable;
  • Strong reporting and analytical skills;
  • High sense of responsibility;
  • Hardworking, initiative and flexible personality;
  • Enthusiastic and empathic
  • Excellent interpersonal and communication skills;
  • Ability to work under high pressure;
  • Ability to prioritize and simultaneously perform different tasks;
  • Passion, drive and motivation to learn new skills and knowledge.