Engineer-Integrated Ops

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.