وظائف شركة Orange

Customer Tech Sprt Expert ITSO at Orange

Job Description:
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 decisions
Job Requirements:
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 environment
4. Good knowledge of IT Services and offers.
5. Excellent command of English and French is a must6. ITIL Foundation certification is a plus

To Apply