Jobs in Egypt - Incident Manager at Orange

Incident Manager at Orange

Location: Nasr City

Job Description:

-Follow the quality of IM processes by Identifying the adapted KPIs, control and publish it on regular basis
-Make sure the right procedures are followed by  all members of the support chain (including the SD)
-Defines & control the rules , activities & efficiency of queue managers including  the quality of the communication with Customers.
-Receiving  SDM Requests, complaints..etc  & Launch necessary remediation actions accordingly
-Promote the autonomy of the SD. In particular, initiate and develop the diagnostic and resolution trees/procedures
-Control the interlocks with problem management
-Prepare the global quarter improvement plans and reports about the overall Continual Improvement activity
-Leading customer Major Incidents with high impact on the business and make sure it is handled properly by SD/QM.
-Delivery of Reports to identify Backlog tickets (older than 30 days) to ensure our efficiency and customer satisfaction.
-Delivery of KPIs Reports done for the GTR based on Priorities: P1/P2/P3 tickets.
-Providing  feedback  to the SD management and working on improvement plans if needed.
-ensuring that incident reports are analyzed and that there is an output from the analysis of each report,  transforming the analysis performed into an action register [or CSI action register]
-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.
-Interlocking with the problem managers, change managers and capacity managers in order to ensure that the interlocks between the processes are functional and efficient
-Work closely with the Service Desk incident manager & team manager for business and support related decisions

Job Requirements:

         Education:

• University degree in Computer sciences or telecommunications or similar field.

  Relevant Experience:
  

• Minimum 3 Years of experience in customer support.

Technical Knowledge/ Skills/ Training required:                                                         

-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

        To Apply:
https://orange.jobs/jobs/offer.do?joid=87468&lang=en

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