(Location : Kl / Pj / Tpm Cyberjaya )
| • |
Identify possible global issues on
process-, organizational and technical issues
|
| • |
Identify and provide recommendations on process and technical
improvements |
| • |
Continuously fine-tune and improve the incident management
process |
| • |
Define in detail and adjust KPIs for GSCs incident managers
and measure performance |
| • |
Take proper actions, where necessary, to maintain high service
levels in all sites |
| • |
Plan for sites to be on boarded, identify requirements for
on boarding and take appropriate action to ensure all requirements
are met |
| • |
Ensure proper knowledge management, including training,
documentation and information exchange among sites |
| • |
Keep track of all major incidents and escalate accordingly
in a timely fashion |
| • |
Ensure availability of proper tooling and optimal support
for these tooling |
| • |
Liaise periodically with other relevant process managers
on progress, focus areas, workarounds / solutions and improvements |
| • |
Liaise with and manage NXP on global technical issues, process
improvements, interface requirements and expectations |
| • |
Periodically analyze incident reports from regional incident
managers |
| • |
Regularly discuss with all incident managers on current
management and operational issues of each GSC and take ownership
of global action items |
| • |
Provide relevant updates to other process managers, where
requested |
| • |
Provide internal progress reports to the (G)SDM, when required |
| • |
Any other activities as directed by the Global Service Delivery
Manager |
