ESC Voice Incident & Process Manager
Ref : 559862 | 09 sept. 2020
Date limite de candidature : 08 déc. 2020
CityStars, Cairo, Égypte – Egypt
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.
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
C-ncident 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
Own problem management activity and ensure follow up with the customer & account team in the agreed frequency
Undertake any other reasonable task as assigned by the ESC management
Technical/troubleshooting mindset with problem solving skills
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
Le plus de l’offre
Knowledge on BTG & CCA Voice technology is is a MUST ,
Knowledge on proactive monitoring tools is a plus
2+ years of experience within OBS preferably in a customer facing / Incident management role
Good knowledge of the OBS Operational environment and process
Excellent command of English and French is a plus
ITIL Foundation certification is a plus
Customer Services & Operations