Senior Resolution Manager

Dell EMC -
Cairo, EgyptPosted 4 years ago

14People have clicked1 open position

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Take full ownership of high-impact & complex technical escalations in order to prevent out-of-process issues.
Collaborate with the Technical Service Manager (TSM) and Escalation Manager (EM) organizations 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
SR management covering technical troubleshooting, resource co-ordination and dispute resolution as required on an incident by incident basis
Control and reduce escalations, both executive and non-executive by engaging proactively on identified cases and owning as required
Drive all required Critical Success Factors and Key Performance Indicators and provide in Root Cause Analysis, CLCA analysis and feedback as needed
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

Ensure contractual service support requirements are understood, managed and delivered, and avoid over-delivery through effective expectation management
Continuously identify and drive improvement to existing service processes and procedures by identifying CLCA opportunities, coaching targets and training gaps
Adopt and portray a professional approach to all customer situations and ensure commitments are set accordingly and adhered to
Document best practices and knowledge base articles to drive service improvements
Collaborate with the wider Regional (EMEA, ABU or APJ) and Global Services network to ensure best practices are in use at all times
Drive continual technical improvement through targeted certification (based on the needs of the business)
The Resolution Manager is responsible for providing improved Solution Support capability in his/her functional group by:
1. Attending all required technical, business and functional training sessions
2. Championing a customer-focused service delivery methodology through cross queue coordination
3. Driving case ownership and management
4. Driving and sustaining improvements in overall SR age and all quality metrics
5. Driving first time fix on all service calls

Desirable requirements:

Fluent French highly recommended and fluent English. Any additional language appreciated
Strong Enterprise environment knowledge and relevant Technical/IT Certifications appreciated (Storage+, SNIA, ITIL, etc.)
Required experience on Midrange, Unity, VNX and other similar EMC products
Required experience in a Technical Support Function role (Eg. Quality lead, Tech mentor, Technical Account Manager, etc.) or equivalent Services industry experience required
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
Diplomatic person, Customer focused and with proven skills in: Business acumen, ownership, accountability, prioritization, coordination, verbal & written communication, presentation & conflict resolution