Incident Management Specialist

4 days ago


مصر, Egypt Orange Business Services Full time

Ø Provide technical point of contact for customers’ incidents.
Ø Owns the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams.
Ø Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs.
Ø Document all troubleshooting and incident management actions via the electronic
Ø Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) when applicable and to note it in detail and gain agreement to incident management system in a timely manner.
Ø Perform technical escalations to different Problem Management teams in line with company procedure and case/incident excellence.
Ø Perform and own technical management escalations in line with company procedure and case excellence policy. closure by customer or Service desk represents

**about you**:
Bachelor’s degree in telecommunication engineering or computer science
- Fluent in English
- Solid knowledge on the technologies supported by the team
- (0-2) working experience

Excellent communication, interpersonal, organizational and presentation skills
- Good consulting and problem-solving skills
- Ability to demonstrate emotional intelligence and communicate effectively to team members and customers
- Able to work efficiently and independently to meet deadlines
- Able to understand complex customer infrastructure and has a good understanding of

services offered
- Ability to work under pressure and deal with multiple tasks

**additional information**:
**department**:Customer Services & Operations

**contract**:Regular



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