Incident- and Problem Management

(feb 2004 – dec 2005)

Client: Rabobank Nederland Securities Services
Branch: Financial services, Banking

Role: Incident- en Problem Manager

Context

The process managers fall under the responsibility of the department 'Beheer & Exploitatie', but are responsible for RNSS-wide processes. The process managers are primarily lined up to secure 'Going Concern', and, where necessary, have the responsibility to further professionalize its processes.

Used skills & tools

Quality management, Process control, ITIL, Advise, Documentation, Service Improvement

Short description

The monitoring and adjustment of the Incident- and Problem Management processes. Daily, Weekly and Monthly reporting on the progress of the processes. Act as a central point of contact during escalations.

Advise management at process related issues. Research and advise of business- and ITIL-processes for the new joint venture..

Background