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Job Description
- Manages changes on Network infrastructure for designated customer.
- Ensures the proper handling of the change requests.
- Defines list of pre-authorized changes.
- Validates the technical aspects of the change requests, and assess the business impact on the customer.
- Evaluate the risks and effects on the availability of the service.
- Leads the Change Advisory Board to approve or reject significant change projects
- Approves minor change projects directly.
- Schedules change requests and change projects, and ensure availability of required resources (human, hardware, or software/configurations)
- Communication on change preparation & guideline to achieve internal customer confidence
- Reviews all changes for effectiveness and efficiency (after completion)
- Coordinates between different teams involved in the change implementation.
- Provides expertise support to CSM's in the CM & RM service improvement plans.
- Ensures all relevant databases are updated accordingly.
- To have overall accountability for the Quality of solutions provided to multi-national Customers
- To be the customers' primary point of contact within Orange Business Services, for all Service related issues, with the exception of Incident Management, where the CSM will act as a secondary escalation point
- Have awareness of overall and service management profitability of their customers
- To proactively identify existing Customer needs, and opportunities to grow the customers' relationship with Orange
- Work with the accounts team to sell Service Management and/or other Orange products and services
- Acts as backup for Customer Service Director (CSD) to ensure service continuity
- Ensure customers' issues are managed and resolved in a timely manner
- Prepares monthly customers report
- Handles non-commercial customer queries and escalations, including those related to billing
- Ensure customers have full visibility of anticipated service interruptions so as to proactively inform their end-users in advance
Job Requirements
- Degree level or equivalent (Business or Science Degree); ITIL certification
- Customer Service and Project Management Experience
- 3-6 year of Experience in Frame-relay/ATM/IP/ME/MPLS technologies.
- Possess virtual team management experience
- Good technical knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies
- Possess excellent communication, negotiation, presentation and organization skills
- Is fully empowered to coordinate all entities involved in technical performance of our solutions
- Able to work independently with initiative and proactivity
- Able to work well under pressure and can handle escalations calmly and competently
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