Tech Solutions Exprt-associate - Rose Hill, United States - Orange

Orange

Verified Company

Rose Hill, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

votre rôle:

Description:

Manages the Incident Management process to restore normal service operation as quickly as possible to minimize the impact to business operations.

Responsibilities:

Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process

To be the point of contact for all Major incidents.

He will work with all stakeholders ( Service Providers, internal teams, customer) to resolve the incident and provide regular updates as per agreed timelines.

Remediate deviation of process for its support team
Responsible for communicating with the Incident Process Owner
Point of contact for all Major Incidents
Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
Represent the first stage of escalation for Incidents
Monitor the workload of the support team
Monitor the incidents to ensure that the Service Level Agreement are respected
Identify, initiate, schedule and conduct incident reviews
Ensure the closure of all resolved and enduser confirmed Incident records
Provide guidance to the Incident Process Coordinators

Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

votre profil:

Increase competency level via self assessment, and active participation to trainings

Understanding of standards and processes

Abide by the job processes and rules: Customer relationship methodology, service desk and phone usage, recording of all customer interactions
Maintain and uphold Orange Business Services values

Act as customer, process or tools champions and organise workshops for knowledge sharing and for the training of service desk analysts and/or service desk specialists

Continous Service Improvement

Perform ticket audit and analysis and devise action plan to increase customer satisfaction

Analyse customer verbatims and provide recommendations to management for the improvement of the service

le plus de l'offre:

Working in team

Provide live and direct support and advice to service desk analysts and specialists for case management or customer interface
Contribute to team working by reporting any operational or customer related anomaly
Provide coaching, assistance, support and training to service desk analysts and/or service desk specialists for case management or customer interface
Act as customer, process or tools champions and organise workshops for knowledge sharing and for the training of service desk analysts and/or service desk specialists
Act as SPOC for his dept with the central training organization (TCoE) and plan training activities for the team

Participate in customer SIP

Transitioning of new activites, customers, releases and processes