CUSTOMER INCIDENT MANAGEMENT
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 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
Related Services
Technical Management
Enhance your internal expertise for both current & future requirements
Service Management
Enhance your customer experience. Let us proactively optimize your services
Program Management
Simplify complex projects using dedicated experts & best practice frameworks
RELATED RESOURCES
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GTT Channel Partners
We're structured to help you drive revenue growth and productivity and we are committed to delivering the best experience for our partners and customers.
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OUR GARTNER RATING
As of 13 September, 2024
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