Incident Mngr-integrated Ops

2 weeks ago

Mumbai, India Orange Business Full time

**About the role**:
SITA Service desk is high visibility desk and Engineer-Integrated Ops would be responsible to provide efficient and effective customer interface with focus on efficient and effective management of incidents lifecycle, knowledgeable engagement, overall customer satisfaction and timely escalation of issues. He/She would be responsible to answer, process and route all inbound calls to the service desk, ensuring efficient and effective provision of service to respective customers meeting the necessary Key Performance Indicators (KPI) and Service Level Agreements (SLA).

Expected tasks:

- Act as point of entry for all inbound first level support calls
- Adhere to published Service Desk processes, procedures and incidence excellence guidelines at all times.
- Manage/process common mail box efficiently and timely convert them into incidents, change etc.
- Manage the efficient recording, tracking and escalation of Incidents and complaints.
- Ensure Customers are regularly informed on request status or incident progress.
- Make assessment of requests that cannot be easily categorized referring them to Service Desk Supervisor if necessary for further qualification based on agreed service levels.
- Escalate issues when necessary to Service Desk Supervisor/Manager in line with business escalation procedures.
- When necessary Invoke escalation procedures relative to the appropriate Customer/Product/Service SLA with Fault Resolution groups.
- Manage the Request/Incident life-cycle, including closure, verification and customer communication.
- Manage communications with customers in event of scheduled/unscheduled service disruptions and/or outages.
- Assist when necessary in detecting possible problems and assigning them to the appropriate problem management entity/team for them to raise problem records, provide workarounds and conduct Root Cause Analysis activities (RCA) Provide exemplary customer focused support.
- Ensure incident reporting data integrity is maintained to the highest possible standards.
- Undertake any other reasonable task as requested by your manager.
- Understand the organization and Products/Services provided to its customers.

**About you**:
Qualifications:

- Graduation Degree from a recognized university.
- CCNA, MCP/MCSE & ITIL preferred.

**Experience**:

- Minimum 2 year of experience in customer facing role/technical support/incident management roles.
- Internet/Desktop troubleshooting skills preferred.
- Basic understanding on LAN and WAN devices & connectivity preferred

**Additional information**:

**Department**:
Global Delivery & Operations

L’ambition d’Orange Business est de devenir l’intégrateur réseaux et numérique de référence en Europe, en nous appuyant sur nos forces autour des solutions de connectivité nouvelle génération, du cloud et de la cybersécurité.

Nos 30 000 femmes et hommes présents dans 65 pays, dont chaque voix compte, sont tous animés par la même détermination et le même esprit d’équipe, pour construire les solutions digitales d’aujourd’hui et de demain et créer un impact positif pour nos clients, pour leurs salariés et pour la planète.

Nous offrons des opportunités passionnantes grâce à des projets innovants dans la data et le digital, le cloud, l’IA, la cybersécurité, l’IoT, ou encore le digital workspace et le big data.
- Venez vivre cette aventure avec nous

**Contract**:
Regular

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