Incident Management Specialist

5 days ago

مصر, Egypt Orange Business Full time

**About the role**:

- To provide a professional first point of contact for the Customer
- To accurately log all incidents/inquiries in a timely and effective manner
- Diagnose fault-related cases both proactive and reactive by effectively utilizing software diagnostics and other network/products utility program wherever possible
- Provide continual updates to the Customer and use internal escalation process when necessary in order to meet contractual and performance objectives
- To coordinate with all the necessary internal departments or vendors to achieve fault resolution within SLA definitions
- To resolve by himself/herself most of the incidents on all Services
- Document all troubleshooting and case management actions via the ticketing systems
- To ensure on time resolution, by escalating to the appropriated experts and management when necessary.

**About you**:

- Very good interpersonal and communication skills
- Able to understand complex Customer infrastructure and good understanding of Services proposed by Orange
- Excellent customer skills and focus are required
- Ability to work under pressure and to deal with multiple tasks
- Preferred to have knowledge on delivered technologies:

- CCNA certified is a plus
- Fluent in both English & French is a plus

**Additional information**:

- B.Sc. Engineering, Telecommunications or Computer Science
- 0 -2 years of experience in similar scope

**Department**:
Global Delivery & Operations

L’ambition d’Orange Business est de devenir l’intégrateur réseaux et numérique de référence en Europe, en nous appuyant sur nos forces autour des solutions de connectivité nouvelle génération, du cloud et de la cybersécurité.

Nos 30 000 femmes et hommes présents dans 65 pays, dont chaque voix compte, sont tous animés par la même détermination et le même esprit d’équipe, pour construire les solutions digitales d’aujourd’hui et de demain et créer un impact positif pour nos clients, pour leurs salariés et pour la planète.

Nous offrons des opportunités passionnantes grâce à des projets innovants dans la data et le digital, le cloud, l’IA, la cybersécurité, l’IoT, ou encore le digital workspace et le big data.
- Venez vivre cette aventure avec nous

**Contract**:
Regular

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