ref : 551246 | 20 Dec 2018
apply before : 20 Mar 2019
CityStars, Cairo, Égypte - Egypt
about the role
-Follow the quality of IM processes by Identifying the adapted KPIs, control and publish it on regular basis
-Make sure the right procedures are followed by all members of the support chain (including the SD)
-Defines & control the rules , activities & efficiency of queue managers including the quality of the communication with Customers.
-Receiving SDM Requests, complaints..etc & Launch necessary remediation actions accordingly
-Promote the autonomy of the SD. In particular, initiate and develop the diagnostic and resolution trees/procedures
-Control the interlocks with problem management
-Prepare the global quarter improvement plans and reports about the overall Continual Improvement activity
-Leading customer Major Incidents with high impact on the business and make sure it is handled properly by SD/QM.
-Delivery of Reports to identify Backlog tickets (older than 30 days) to ensure our efficiency and customer satisfaction.
-Delivery of KPIs Reports done for the GTR based on Priorities: P1/P2/P3 tickets.
-Providing feedback to the SD management and working on improvement plans if needed.
-ensuring that incident reports are analyzed and that there is an output from the analysis of each report, transforming the analysis performed into an action register [or CSI action register]
-In case there is a risk of SLA breach or failure to achieve the target, then the incident manager should intervene to ensure the appropriate measures are taken by the operational teams and operation managers.
-Interlocking with the problem managers, change managers and capacity managers in order to ensure that the interlocks between the processes are functional and efficient
-Work closely with the Service Desk incident manager & team manager for business and support related decisions
-Customer oriented mindset
-Coaching and Leadership skills
-Ability to work under pressure
-Decision making capability in complex situations
-Analytical mindset and solution driven
-Ability to communicate effectively and producing business reports.
-Team spirit and collaborative attitude
-Ability to lead and manage meetings and outcomes
-Ability to work in Matrix Management mode
-University degree in Computer sciences or telecommunications or similar field.
-Minimum 3 Years of experience in customer support.
-Good knowledge of the Orange Operational environment
-Good knowledge of IT Services and offers.
-Excellent command of English and French is a plus
-ITIL Foundation certification is a must
Orange Cloud for Business
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
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