Localité : Egypte / Caire Domaine : Securité Niveau : Non precise Entreprise recruteur : ORANGE
Recrutement de 01 ESC UC Incident & Process Manager
Niveau d'études: Non précisé
Expérience: 2 ans
Expire le: 10-11-2022
orange
Cairo, Egypte
ESC UC Incident & Process Manager
Ref : 571435 | 12 Aug 2022
Date limite de candidature : 10 Dec 2022
CityStars, Cairo, Égypte - Egypte
Votre rôle
A-Major Incident Management:
Act as main point of contact leading OBS internal troubleshooting/crisis bridge
Ensure proper and frequent customer communication during Major Incidents in line with OBS case excellence guidelines
Ensure technical escalations on time
Ensure and achieve incident escalation according to case excellence guidelines
Assist in vendor/carrier management
B-Incident Management & Process management:
Own incident management process for the customer including all tiers of support 1,2 & 3.
Maintain frequent meetings between different support levels
Look after and maintain support model as necessary
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.
Manage customer Service Improvement plans
Attending daily status incident call with customer and all stakeholders.
