Senior Resolution Manager

Dell EMC - Cairo

28 people have clicked
Experience Needed:
More than 12 years
Career Level:
Job Type:
Full Time
Arabic, English
1 open position
About the Job
  • Take full ownership of high-impact & complex technical service request SRs in order to prevent out-of-process escalations; Adopt and portray a professional approach to all customer situations and ensure commitments are set accordingly and adhered to.
  • Ensure contractual service support requirements are understood, managed and delivered, and avoid over-delivery through effective expectation management; Collaborate with the Technical Account Management (TAM) Organization through agreed processes.
  • Upon request, coordinate and produce formal documentation for major escalations, such as summary reports, post-incident/root-cause reports and analysis reports; Development, issuing and overall control of communications both internal and external during a service engagement making sure all parties are kept appropriately up to date.
  • Continuously identify and drive improvement to existing service processes and procedures by identifying CLCA opportunities, coaching targets and training gaps; Drive all required Critical Success Factors and Key Performance Indicators and provide in Root Cause Analysis, CLCA analysis and feedback as needed.
  • Collaborate with the wider Regional (EMEA, ABU or APJ) and Global Services network to ensure best practices are in use at all times
  • Control and reduce escalations, both executive and non-executive by engaging proactively on identified cases and owning as required; Attending all required technical, business and functional training sessions
  • Driving case ownership and management; sustaining improvements in overall SR age and all quality metrics; Driving first time fix on all service calls
  • Adopt Leader approach to facilitate effective communication between Resolution Managers, and internal key stakeholders during an incident; Be responsible for driving key business and Team level initiatives.
Job Requirements
  • Fluent in English and Arabic is essential.
  • Minimum of 12 months in a Customer facing Resolution Management function or equivalent
  • ITIL Foundation v.3 certification desired;
  • Possess a Customer-Focused mentality and a willingness to provide prioritization, planning, coordination, ownership and accountability for each escalation handled with tact and diplomacy at all times
  • Experience working in large technical support organizations preferred; able to quickly become effectively agile within the Dell Support Resolution Team and beyond the organizational boundaries
  • Strong analytical / technical problem solving and troubleshooting skills across the wide range of industry hardware and software, with an emphasis on all Dell product offerings
  • Proven business acumen, intellectual capability, verbal and written communication / customer support / interpersonal / presentation / conflict resolution skills
About this Company

Dell EMC develops, delivers, and supports information infrastructure and virtual infrastructure technologies, solutions, and services. It offers enterprise storage systems and software deployed in storage area networks (SAN), networked attached storage (NAS), unified storage... (More)

See all Careers and Jobs at Dell EMC
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