Incident Manager-Integrated Ops

Job description

• Ensure compliance of performance management targets and customer satisfaction
• Ensure all incidents/inquiries are processed and resolved or sent to appropriate next level agency in a speedy and effective manner
• To provide hands on support for critical incidents or if demand exceeds team resources available
• Working experience on WAN technologies ( for example Metro Ethernet, managed LAN, Leased line, ATM, Frame Relay, DSL, BGP, MPLS )
• To build and maintain effective relationship with Service management and corresponding Orange Business Service counterparts
• Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews, defined ownership and continuous service improvement
• Ensure adherence to company procedures to assure call quality, customer satisfaction and restoration of customer service as soon as possible
• Daily review of primary KPI reporting, specifically review of MTTR, Status & Escalation completions, internal fix percentages and to complete root cause investigation when outside of objective Feedback to al management on actions to improve
• Implementation of strategies and processes to ensure employee satisfaction
• Deputize for senior al management in their absence
• Fluent in written and verbal English
• Exceptional customer handling skills
• Good understanding of Cisco routing, switching, VOIP,MPLS, Metro Ethernet etc
• Excellent training & coaching skills
• Good analytical skills
• Ability to communicate at all levels across the business
• Excellent customer service skills
• Ability to learn quickly and understand basic network connectivity and infrastructure
• Good interpersonal skills, time and matrix management skills
• Willing to work in night shift on rotational basis as per business requirements,
• Capable of representing the organization during major incidents
• Able to work within a time critical, customer focused environment
• Ability to multi task and work under pressure