Senior Resolution Manager
Dell EMC -
Cairo, EgyptPosted 5 years ago30People have clicked1 open position
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Job Description
- 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
