• اخر الاخبار

    رسائل حب

    متابعة بالبريد الالكتروني

    Incident Management Specialist


    Responsibilities

    • provide a professional second and third technical support for Enterprise Network Management customers
    • provide third and fourth level of troubleshooting for legacy customers and customers owned networks
    • owns the chronic and the complex problems / incidents.
    • Execute the simple changes for the CIC2.0 customers
    • higlight all the single point of failures and potential issues that might affect the customer to the customers account team.
    • diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
    • provide updates as needed to the customer in order to meet performance objectives.
    • comply with all the special process and procedures agreed with the account teams and customers.
    • ensure cases are allocated to the most appropriate 'next step' as part of the case flow process
    • perform technical escalations in line with company procedure.
    • monitor systems, customer networks and products, and deal with alerts and events as appropriate.
    • liaise and refer issues to correct/relevant entities when needed.
    • document all troubleshooting and case management actions via the electronic case management system.
    • undertake any other reasonable task as assigned.
    • ability to build relationships with peer and management levels both with clients and the company management
    • determination to process tasks according to predefined processes is essential.
    • drive chronic and complex cases in to quick and efficient resolution.
    • act as a case manager in order to always push for faster issue resoultions.
    • provide technical training to the team members when required
    Apply now

    • تعليقات بلوجر
    • تعليقات الفيس بوك
    Item Reviewed: Incident Management Specialist Rating: 5 Reviewed By: estabina
    إلى الأعلى