SITA Incident & Change Manager

ref : 550766 | 28 Nov 2018

apply before : 26 Feb 2019

CityStars, Cairo, Égypte - Egypt

about the role

Single point of contact for SITA performing Incident &  change  management activities combined in one desk

-  conduct initial diagnostics and undertake full fault and diagnostics to resolve where possible, customer faults as well as manage customer change requests

- provide guidance and act as an IPT technical point of escalation for incident management specialists

- SITA major account designated SPOC
- provide a professional technical point of contact for customers
- diagnose fault related incidents by effectively utilizing software diagnostics and other network/product utility programs
- provide updates as needed to the customer in order to meet performance objectives and service excellence guidelines
- ensure incidents and changes are resolved at the SITA desk level or allocated to the most appropriate ‘next step’ as part of the incident & change management process
- perform technical escalations in line with company procedure
- monitor systems, customer networks and products, deal with alerts and events as appropriate
- liaise and refer issues to relevant entities
- document all troubleshooting and incident management actions

-- document all  change management actions
- undertake any other reasonable task as assigned

about you

additional information


Customer Services & Operations

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.



Orange Business Services

top employer EG-2019

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