CUSTOMER INCIDENT SERVICES

Dedicated Response

Understanding your business to provide enhanced support

Talk to a Customer Incident Management Expert

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

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 CUSTOMER INCIDENT MANAGEMENT?

Related Services

Project Management

Establishing a governing project methodology. Your Project Manager ensures the successful deployment of your complex solutions with well-defined milestones along the way. Identifying risks and adapt to your changing needs, ensuring successful and timely installation.

Technical Management

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.

Service Management

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.

Program Management

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.