Incident Manager (HÉ-9526)

2019-08-08-Budapest-IT/Telekom
A munkáltatóról / About the company
Our client is a prestigious multinational company with worldwide presence, for which we look for a Duty Manager (English + German) to their Budapest-based business services center.
Pozíció részletezése / Position overview
What you’ll be doing:

As Duty Manager/Incident Manager, you will be in charge of:
• Act as Incident Manager on Crises/Major P1 incidents – P1 Notifications, bridge calls, driving to resolutions
• Receive PHONE CALL/MAIL REQUEST escalations from customer/SRM/account team based on ticket Severity/SLA
• Evaluate Customer Business Impact: High impact on customer satisfaction and retention based on the customer experience. Due to time-sensitive nature of the work, potential for financial impact to the company associated with SLA penalties
• Take ownership of the incident and drive agents to make real progress toward resolution with the tickets
• Make sure Customer is informed during the incident progress and until the incident is totally resolved and/or take owneship of full comunication (according to Impact, previous agreement)
• Escalate maintainers, suppliers and the company’s teams on the right time when the problem is not been solved
• Monitor all ticket queues and route/assign incidents to specific teams (Monitor, Resolving, 3rd Level, etc.) to ensure the most efficient and effective resolution result to meet the client´s needs and contract, in accordance to the available resources
• Help Team Managers being eyes of operation, it means take a look if agents are available in system to receive calls, if the agents are on the shift according schedule, adapt activities and absence if applied. – Coach the agents based on the analysis and iof necessary provide input to the development plan of the agents

What you need to have:

Soft skills:

• Ability to meet the customers’ needs in line with the business requirements
• Focusing on the objectives and the required outcomes of the processes during delivering a service
• Working with a cooperative and positive attitude in a group settings to achieve common goals
• The ability to convey information to someone effectively and efficiently while creating a good first impression and engaging the audience
• Ability to comprehend and to systematically organize the various aspects of a problem or situation
• Taking the responsibility and takes care of the consequences of making a decision
• Acting in advance of a future situation, e.g. making things happen, putting energy to solve the situation

Professional skills:

• At least 3 years in tele/data communications environment
• At least 2 years in Esclation/incident Manager Role
• Good understanding of Network Solution (voice/Data)
• Excellent customer care skills

Language skills:

• English on a fluent level

What we offer:

• Use and improve your language knowledge
• Go through a professional and personal development
• Regular knowledge sharing sessions, as well as out of office events
• Flexible working hours (depending on your current allocation and customer needs)
• Internal training framework, both methodological and technical trainings within the company

KAPCSOLAT

Cím: 1037 Budapest, Montevideo u. 16/B

E-mail cím: office@jobsgarden.hu

Telefonszám: +36-1-439-2940

Fax: +36-1-439-29-63

Viber / Whatsapp elérés: 06-70-684-00-30

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