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Technical support provided to the team members coaching to leverage the skills of the team members Develop a deep knowledge of the most sensitive customers solutions to become a technical operation owner for all run activities / main point of contact for sensitive customers for the run phase in relationship with SDM, IT CSMs and implementation teams Main point of contact to embed new types of activities within the team Handle changes and incidents for FCPv1 customers Develop and update a knowledge base for the team Perform on a regular basis some technical operations during non-business hours or on-calls. You participate to workgroups for sake of continuous service improvement.
Provide timely and professional technical support for all IT incidents and changes related to all Cloud Offers. Ensuring customer satisfaction in every step of problem resolution. Perform technical escalations in line with our Fault Management policy. Liaise with other relevant internal departments to ensure all incidents are managed properly. monitoring the performance and the behaviour of orange critical applications.
• To provide a professional first technical point of contact for the customer. • Diagnose fault-related cases by effectively utilizing software diagnostics andothernetwork/product utility programs. • Provide updates as needed to the customer in order to meet performance objectives. • To ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process. • To perform technical escalations in line with company procedure. • To monitor systems, customer network security and products, and deal with alerts and events as appropriate. • To lease and refer issues to correct/relevant entities e.g. other GCSC’s, PTT, IOC and other Vendors as appropriate. • Document all troubleshooting and case management actions via the electronic case management system. • To conduct initial diagnostics and undertake basic fault diagnostics to resolve where possible, customer faults.
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