This Job is Old and Position Might be Filled Customer Tech Sprt Expert ITSO Orange Posted on June 4, 2018 2 - 3 years Cairo - Egypt Bachelor of Science(Computers). Any Nationality Send Me Jobs Like This SEND Alert Set Successfully Opening 01 Job Description EMAIL JOB SEND Email sent successfully. SHARE JOB Key tasks and responsibilities:1- Customer support- Acting as main point of contact for customer escalations and critical issues- Leading customer Major Incidents and customer communication- Leading and planning periodic meetings and communication towards customer and account team- Accountable for Improvement plans for the customer post Major Incidents- Attending daily status incident call (DSR) with customer and all stakeholders- Responsible for daily information requests on incident status if failure in reporting in normal agreed channels.2- Incident Management process- Monitoring the actions performed by different teams that contribute to the resolution of customer incidents- Guiding and coaching the operational teams into following the process as required- Monitor process performance:ensuring continuous monitoring of process KPIs to ensure the targets are met and that there are no SLA breaches.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.- Representing incident management in service improvement plans whenever needed- Work closely with the team manager for business and support related decisions3- Incident analysis and trend analysis- Working with the data management teams to produce automated, periodic reports about the incident management activities in scope [customer/line of business]- Ensuring that incident reports are analysed and that there is an output from the analysis of each report.- Transforming the analysis performed into an action register Company Industry IT - Software Services Department/Functional Area Helpdesk / Customer Service / Telecalling Desired Candidate Profile about you1.Customer oriented mind-set2. Coaching and Leadership skills3. Ability to work under pressure4. Decision making capability in complex situations5. Analytical mind-set and solution driven6. Ability to communicate effectively and producing business reports.7. Team spirit and collaborative attitude8. Ability to lead and manage meetings and outcomes9. Ability to work in Matrix Management modeadditional informationQualifications:1.University degree in Computer sciences or telecommunications or similar field.2. Minimum 2 Years of experience in customer support.3. Good knowledge of the Orange Operational environment4. Good knowledge of IT Services and offers.5. Excellent command of English and French is a must6. ITIL Foundation certification is a plus Keywords Customer support Service English French Data management Coaching Incident management IT services Analytical Operations REPORT THIS JOB Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information.We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at firstname.lastname@example.org People also searched for Technical Expert Jobs Customer Service Jobs Service Improvement Jobs Incident Management Jobs ITIL Jobs SLA Jobs Customer Support Jobs Additional Information Required Employer has requested some additional information along with your application for this job Cancel Login to Naukrigulf Continue using GOOGLE FACEBOOK All your activity will remain private or Forgot Password?