Regular - Dedicated Incident Manager
Dedicated Incident Manager
ref :578518 | 19 Dec 2023
apply before : 18 Mar 2024
CityStars, Cairo, Égypte - Egypt
about the role
The dedicated incident manager is mainly responsible to manager one or more VIP customers ensuring all the incident management activities are well managed and acting as customer bridge leader during major incidents.
Major Incident Management + Act as main point of contact and major incident leader by leading customer brdige during crisis till service restoration
+ Ensure proper and frequent customer communication during Major Incidents in line with case excellence guidelines
+ Ensure technical escalations are done on time
+ Ensure and achieve management escalations according to case excellence guidelines
+ Assist in vendor/carrier management
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 the 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 calls with customers and all stakeholders.
+ Attending weekly knowledge management call (about knowledge articles).
+ Responsible for daily information requests on incident status.
+ Managing the interlock between Account team(s) and the ESC Service Desks
Incident analysis and trend analysis + Working with the reporting entity to produce automated, periodic reports about the incident management activities in scope [customer/LoB]
+ Ensuring that incident reports are analyzed and that there is an output from the analysis of each report
+ Act as problem manager in some situations to ensure follow up with the customer & account team at the agreed frequency
+ Undertake any other reasonable task as assigned by the ESC management
about you
The dedicated incident manager needs to possess a combination of excellent communication, people, and leadership skills, along with the ability to collaborate, solve problems, and have a good understanding of technical aspects.
Excellent Communication Skills: Essential for relaying information and instructions to stakeholders and team members
People Skills and Leadership: Major incident management requires strong leadership and people skills to effectively coordinate the incident response, communication, escalation, resolution, and post-incident review activities
Relationship Management: The ability to build and maintain positive relationships with customers, even in challenging situations, is vital for managing frustrated customers during a crisis
Collaboration: The ability to collaborate with multiple teams and stakeholders is crucial for successful incident management
Problem-Solving and Persistence: Incident managers need to possess strong problem-solving skills and persistence to effectively handle and resolve incidents
Technical Skills: While predominantly soft skills are required, having a good understanding of technical aspects can be beneficial + Good knowledge Genesys and optional knowledge of voice & unified communication solutions: Voice BTG & BTD, Networks, Cisco, Audiocodes, Avaya
contract
Regular
Only your skills matter
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