Incident Manager-Integrated Ops

Job description Ensure compliance of performance management targets and customer satisfaction Ensure all incidents/inquiries are processed and resolved or sent to appropriate next level agency in a speedy and effective manner To provide hands on support for critical incidents or if demand exceeds team resources available Working experience on WAN technologies ( for example Metro Ethernet, managed LAN, Leased line, ATM, Frame Relay, DSL, BGP, MPLS ) To build and maintain effective relationship with Service management and corresponding Orange Business Service counterparts Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews, defined ownership and continuous service improvement Ensure adherence to company procedures to assure call quality, customer satisfaction and restoration of customer service as soon as possible Daily review of primary KPI reporting, specifically review of MTTR, Status & Escalation completions, internal fix percentages and to complete root cause investigation when outside of objective Feedback to al management on actions to improve Implementation of strategies and processes to ensure employee satisfaction Deputize for senior al management in their absence Fluent in written and verbal English Exceptional customer handling skills Good understanding of Cisco routing, switching, VOIP,MPLS, Metro Ethernet etc Excellent training & coaching skills Good analytical skills Ability to communicate at all levels across the business Excellent customer service skills Ability to learn quickly and understand basic network connectivity and infrastructure Good interpersonal skills, time and matrix management skills Willing to work in night shift on rotational basis as per business requirements, Capable of representing the organization during major incidents Able to work within a time critical, customer focused environment Ability to multi task and work under pressure