Engineer-Integrated Ops

2 weeks ago

Gurgaon, Haryana, India Orange Business Services Full time ₹ 5,00,000 - ₹ 10,00,000 per year
Job Description

Job description

  • To provide level 2 support and to ensure a professional and consistent delivery of quality service to Orange Business services customers and achievement of operational targets
  • Expected tasks:
  • Act as point of entry for all inbound first level support
  • 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 assigned by your manager.
  • Understand the organization and Products/Services provided to its customers.

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