Engineer , Incident & Problem Management

Job Description

Function:

Operations Engineering

Role purpose

• Management and liaison with, third parties partners, vendors and datacentres-to ensure the satisfactory and prompt resolution of customer incidents and service requests on a shift pattern customer support environment.
• Interaction with Colt customers and understand the service and business impact.
• Providing Incident support on customer tickets to account Managers and work with support teams for the faster resolution of the Incident and customer requests.
• Drive improvements in customer relationships and delivery of customer excellence across the team
• Responsible for the integrity of the data within the Incident recording system and providing high quality information to other support teams.
• Working closely with vendors and other licence operators for their solution of incident s.
• Efficient communication process with the customer with respect to customer segmentation
• Liaison with customer to keep them informed on the progress for their incident/service request.
• Customer notification on changes and planned works.
• Liaison with other Colt team and solve customer incidents.
• Incident Report creation and answering customer queries post incident.
• Quick relation of customer incidents to any ongoing major network fault

Key accountabilities

• Respond to all Incidents and Request with in specified SLA s
• Handling Customer calls in French language
• Manage emails from Internal and External customers in French, English with in the defined SLA.
• Regular communication with customers on the progress of their tickets.
• End to end ownership of their solution and communication for customer tickets by having strong interlock with support teams.
• Capture quality information using relevant templates in the tickets to resolve customer Incidents
• Proactive follow-up on negative triggers to improve NPS
• Documentation, recording and updating Incident details in Siebel
• Respond to incoming customer communication (new faults and existing tickets) within the SLAstructure.
• Work with third parties (vendors, partners, other licenced operators (OLOs), datacentres, etc.to restore customer services and fulfil customer requests.
• Update customers on the progress of their incident tickets.
• Support the delivery of best-in-class customer service.
• Build, manage and own the customer relationship whilst handling the incident.
• Agree and follow a communication approach with customer for regular updates i.e. frequency, channels.
• Ensure that customer service level agreements (SLAs) are not breached or escalate appropriately when it is likely to happen.
• Maintain accurate and timely records of the customer incident.
• Demonstrate Colt s values in their behaviour.

Key performance indicators(financial and non-financial)

• Follow the defined KPI s for the team

Experience

• Excellent communication skills(reading/writing) in French and English
• For French Graduate from University or B2Level from Alliance Fran aisede Delhi
• Proven track-record of commercial and customer service experience
• Solid experience in managing customer relationship
• Ability to multi-task and prioritise workload
• Ability to adapt to continuously changing procedures and environment
• Team player with strong interpersonal skills
• Understanding of Microsoft Office products
• Working knowledge of Intranet and Internet applications beneficial
• Good knowledge of MSOffice products(Excel, Word, Outlook)
• Advanced knowledge of CRM/incident management tool
• Good knowledge and understanding on Colt s existing products and services
• Positions requires a flexible and proactive approach

Qualifications

• Any Graduate/Preferred Engineering Graduate with minimum 4+years of experience

Behaviours

• Customer First, Ownership and Teamwork

Others

• Be aware of colt information security, business continuity, quality and other ISO or equivalent policies/industry standards and discharge duties against them as appropriate
• Identify risks related to process and information security and treat/mitigate the same as appropriate

Relationships and key contacts

• Colt partners and service and contract managers, Colt operations team

Keyskills :
strong interpersonal skillsms officeservice levelcustomer servicecustomer supportmicrosoft officecontract managerscorporate liaisonproblem managementincident managementbusiness continuityinformation securityinterpersonal skillscustomer relati