duty manager/incident manager | budapest

randstad hungary
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job details

job category
job type
reference number
28050 / 29039
randstad hungary
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Cégleírás / Organisation/Department

Our client - being a key player of the telecommunications industry - is looking for a Duty Manager/Incident Manager for Crises/Major P1 incidents.

Pozíció leírása / Job description

  • Act as Incident Manager on Crises/Major P1 incidents - P1 Notifications, bridge calls, driving to resolutions
  • Receive phone call/mail request escalations from customer/SRM/account team based on ticket Severity/SLA
  • Evaluate Customer Business Impact: High impact on customer satisfaction and retention based on the customer experience
  • Take ownership of the incident and drive agents to make real progress toward resolution with the tickets
  • Make sure Customer is informed during the incident progress and until the incident is totally resolved and/or take ownership of full communication
  • Monitor all ticket queues and route/assign incidents to specific teams

Elvárások / Requirements

  • At least 3 years in tele/data communications environment
  • At least 2 years in Esclation/Incident Manager Role
  • Good understanding of Network Solution (voice/Data)
  • Outstanding spoken and written negotiation skills in English
  • Ability to coordinate the resolution of major incidents in an effective and timely manner

Amit kínálunk / Offer

  • Opportunity to work on challenging international projects
  • Great compensation package
  • Home office
  • Professional development
  • Work-life balance

Kapcsolattartó / Information

Dóra Gosztola