Incident Management Specialist Pomezia

Incident Management Specialist
Pomezia
Lazio, Pomezia

About the RoleOwns 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 note it in detail, gaining agreement to incident closure by customer or Service desk representative. About YouExcellent 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 in Italian and English; Spanish language at basic level is a big plus. CISCO certified (advantage). DepartmentGlobal Delivery & Operations

Orange Business 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.

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