CUSTOMER INCIDENT SERVICES
Dedicated Response
Understanding your business to provide enhanced support
Leading Incident Resolution, Effective Communications
Your Customer Incident Manager is responsible for leading the resolution of incidents and managing the implementation of your critical requests. In collaboration with the shared GTT Operations, Customer Incident Management allows for customization and closer alignment with your business needs.
The Benefits of
GTT Customer Incident Management
ESCALATION & OWNERSHIP
MAJOR INCIDENT MANAGEMENT
Working in conjunction with your internal processes. All activities are designed to expedite service restoration.
PROBLEM RESOLUTION
Triggering trouble tickets as part of incident investigations, including any chronic issues that have been identified.
REGULARLY SCHEDULED REVIEWS
Scheduling regular meetings to review active incidents and improve results through post-mortem analysis.
WHY GTT CUSTOMER INCIDENT MANAGEMENT?
Global geographical presence 24x7x365
Designated ownership regarding communication, response times and urgency for high priority items
Comprehensive knowledge of your business objectives and the relevant requirements when managing high priority incidents and change requests
Focusing on critical operational requirements and acting as a champion within GTT for areas of criticality
Related Services
Gestione del progetto
Gestione tecnica
Working as an extension of your internal technical team. Your Technical Manager provides a consultative approach, throughout the lifecycle of your deployment. They guide, design and plan for your current and future services and network requirements.
Gestione dei servizi
Responsible for monitoring and reporting on your network performance against SLAs. Your Service Manager is your advocate within GTT. We proactively identify areas for improvement to optimize your business operations. Establishing governance and service management principles.
Gestione del programma
Simplifying your large, complex projects. Your Program Manager provides governance and contract management support to drive major transformational changes. Aligning with your business projects, helping execute your key transformation initiatives.
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