ESC Voice Incident & Process Manager

Job description

about the role

a-Major Incident Management:

act as main point of contact leading OBS internal troubleshooting/crisis bridge

ensure proper and frequent customer communication during Major Incidents in line with OBS case excellence guidelines

ensure technical escalations on time

Ensure and achieve incident escalation according to case excellence guidelines

assist in vendor/carrier management

 

b-Incident Management & Process management:

Own incident management process for the customer including all tiers of support 1,2 & 3.

maintain frequent  meetings between different support levels

look after and maintain support model as necessary

In case there is a risk of SLA breach or failure to achieve the target, then the incident manager should intervene to ensure the appropriate measures are taken by the operational teams and operation managers.

Manage customer Service Improvement plans

Attending daily status incident call with customer and all stakeholders.

Attending weekly knowledge management call (about knowledge articles).

Responsible for daily information requests on incident status.

Managing the interlock between Account team(s) and the ESC Service Desks

 

c-ncident analysis and trend analysis:

Working with the reporting entity to produce automated, periodic reports about the incident management activities in scope [customer/LoB]

Ensuring that incident reports are analyzed and that there is an output from the analysis of each report

Own problem management activity and ensure follow up with the customer & account team in the agreed frequency

about you

 

Technical/troubleshooting mindset with problem solving skills

Customer oriented mindset

Coaching and Leadership skills

Ability to work under pressure

Decision making capability in complex situations

Analytical mindset and solution driven

Ability to communicate effectively and producing business reports.

Team spirit and collaborative attitude

Ability to lead and manage meetings and outcomes

Ability to work in Matrix Management mode

 

additional information

Knowledge on BTG  CCA Voice technology  and IP VPN is  is a  must , preferred to have knowledge on Genesys CC

3+ years of experience within OBS preferably in a customer facing / Incident management role

Good knowledge of the OBS Operational environment and process

Excellent command of English and French is a plus

ITIL Foundation certification is a plus

department

Customer Services & Operations

contract

Regular