Incident Management Specialist

2 settimane fa

Roma, Italia Orange Business A tempo pieno

**About the role**:
Provide technical point of contact for customers’ incidents.

Owns the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams, keeping the customer or the Service desk representative duly and regularly informed.

Diagnose fault-related incidents

Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.

Perform technical escalations to different Incident Management teams in line with company procedure and case/incident excellence.

Strictly perform escalations to the different Third Parties involved, in line with the agreements in place with them.

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 closure by customer or Service desk representative.

**About you**:
Excellent interpersonal and communication skills, to interact with internal/external customers

Good time management and organizational skills

Ability to work under pressure and deal with multiple tasks

Ability to work in alternated H24/7 shift

Problem solving skills

Excellent customer service skills

Flexible, proactive and committed

Ability to build and maintain relationships at horizontal and vertical levels

Fluent Italian and English speaking, Spanish language at basic level

CISCO certified

**Additional information**:
**Department**:
Global Delivery & Operations

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

**Contract**:
Regular

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