Tech Solutions Exprt-associate

2 weeks ago

Rose Hill, United States Orange Full time

**votre rôle**:
Description: Manages the Incident Management process to restore normal service operation as quickly as possible to minimize the impact to business operations.

**Responsibilities**:
Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process

To be the point of contact for all Major incidents. He will work with all stakeholders ( Service Providers, internal teams, customer) to resolve the incident and provide regular updates as per agreed timelines.
- Remediate deviation of process for its support team
- Responsible for communicating with the Incident Process Owner
- Point of contact for all Major Incidents
- Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
- Represent the first stage of escalation for Incidents
- Monitor the workload of the support team
- Monitor the incidents to ensure that the Service Level Agreement are respected
- Identify, initiate, schedule and conduct incident reviews
- Ensure the closure of all resolved and end-user confirmed Incident records
- Provide guidance to the Incident Process Coordinators

Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

**votre profil**:
Increase competency level via self assessment, and active participation to trainings

Understanding of standards and processes
- Abide by the job processes and rules: Customer relationship methodology, service desk and phone usage, recording of all customer interactions
- Maintain and uphold Orange Business Services values

Act as customer, process or tools champions and organise workshops for knowledge sharing and for the training of service desk analysts and/or service desk specialists

Continous Service Improvement
- Perform ticket audit and analysis and devise action plan to increase customer satisfaction

Analyse customer verbatims and provide recommendations to management for the improvement of the service

**le plus de l'offre**:
Working in team
- Provide live and direct support and advice to service desk analysts and specialists for case management or customer interface
- Contribute to team working by reporting any operational or customer related anomaly
- Provide coaching, assistance, support and training to service desk analysts and/or service desk specialists for case management or customer interface
- Act as customer, process or tools champions and organise workshops for knowledge sharing and for the training of service desk analysts and/or service desk specialists
- Act as SPOC for his dept with the central training organization (TCoE) and plan training activities for the team

Participate in customer SIP

Transitioning of new activites, customers, releases and processes
- Facilitate the integration of new customers
- Assist in the launch of new activites and/or products within the team
- Circulate/spread knowledge regarding new releases of supported products

Publish new customer specific guidelines

**contrat**:
CDI

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