Incident Manager

Paris  ‐ Onsite
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Keywords

Description

Job description:

  • Supports delivery of High Touch Technical Support program to major accounts.
  • Ensures follow-up and closure of critical problems with large strategic customers
  • Uses standard tool to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution
  • Regularly interacts with customer and internal teams in a coordinated fashion to ensure problem resolution
  • Maintain a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, WebEx, video conferencing and other collaboration methods.
  • Co-ordinates root cause analysis upon customers request

Skills required:

Candidate must be a self motivated individual that is dedicated to exceeding client expectations, be willing to contribute to team efforts, and must possess strong communication and interpersonal skills:

  • Excellent command on the English language, Fluent French speaker
  • Proven leadership skills, initiative taker and has the ability to work outside of process.
  • Also experience in a support environment is a plus.
  • Work with HTTS, Duty Managers and BU Development Engineers to review potential product or software defects and obtain fixes
  • Has a technical and networking understanding, but primarily has the ability to leverage the technical expertise of others.
  • Leverages and contributes to Virtual Teams.
  • Questions ways of working and suggests improvements.
  • Independently coordinates and executes tasks.
  • Uses technical understanding to work with HTTS and DE to create a recommended solution, and to understand the business impact to the Customer
  • Solid understanding of business process and requirements in a support environment
  • Excellent written and verbal communication skills, across culture.
  • Ability to work successfully as a team member in a cross-functional Matrix environment
  • Results driven and focus on the customer
  • Commercial and contractual understanding.
Start date
ASAP
Duration
6 months
From
Techmahindra
Published at
30.10.2014
Project ID:
799732
Contract type
Freelance
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