CUSTOMER INCIDENT MANAGEMENT

Dedicated Response

Understanding your business To provide enhanced support

Talk to a Customer Incident Management Expert

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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 Customer Incident Management

ESCALATION & OWNERSHIP

Technical understanding of your services ensuring speedy escalation of tickets and enabling faster service restoration

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?

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

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