Incident Manager-Integrated Ops @ Orange Business

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

Any Degree or Diploma in Electronics/Computers or science required
CCNA, CCNP
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 organisation during major incidents
Able to work within a time critical, customer focused environment
Ability to multi task and work under pressure

Global Delivery & Operations