Duration: Possible internalisation after 12 months Availability: Full-time (8h/day) Rate: Negotiable Start date: as soon as possible Location: Remote (GMT+0) English Level: Fluent

• Quickly assess customer issues routed to R&D to ensure the incident management and problem management process is followed

• Identify ownership issues within R&D and work with Engineering managers to ensure every Incident and problem has right ownership

• Ensure owners update the resolution and status on the incidents and problems within SLA

• Be the escalation point to ensure any incidents or problems not addressed within SLA is escalated to next level

• Provide daily updates on top incidents and problems to management

• Be the primary POC in R&D for support issues and participate in meetings with Customer Support organization in management of Incidents and Problems

• Provide input to refine and improve the incident response process and problem management process

–