Uc And Cloud Crisis Manager (Remote)

Job description / Role

About the role

As a Dedicated Incident Manager, you will lead and coordinate incident management activities for VIP customers, focusing on incidents related to Genesys solutions. Serving as the primary contact and major incident leader, your role is pivotal in ensuring efficient incident resolution and acting as a bridge leader during major crises.

Your responsibilities include owning incident management processes, facilitating collaboration across support levels, maintaining the support model for Genesys solutions, and intervening to prevent SLA breaches. You will manage customer service improvement plans, attend daily and weekly meetings, analyze incidents, and act as a problem manager when required.

Job Duties:
– Lead customer bridge during major incidents, serving as the main point of contact until service restoration specifically for Genesys solutions.
– Communicate effectively with customers during major incidents adhering to case excellence guidelines.
– Ensure timely execution of technical escalations and achieve management escalations
– Assist in vendor/carrier management for incident resolution.
– Own incident management processes for customers, covering all tiers of support (1, 2, & 3).
– Facilitate frequent meetings between different support levels to enhance collaboration.
– Maintain and optimize the support model for Genesys as necessary to meet customer needs.
– Intervene in the event of a risk of SLA breach or failure to achieve targets, and ensuring appropriate measures are taken by operational teams.
– Manage customer service improvement plans specifically tailored for Genesys-related incidents.
– Respond to daily information requests on Solutions’ incident status.
– Conduct incident analysis and trend analysis, producing periodic reports about Genesys incident management activities.
– Ensure thorough analysis of incident reports, taking appropriate actions based on the findings.
– Act as a problem manager in some situations, ensuring follow-up with the customer and account team at agreed frequencies
– Undertake any other reasonable tasks assigned by ESC management.

– Bachelor’s Degree in Engineering or equivalent
– CCNA Knowledge
– Minimum 2 years of hands-on experience in a customer facing role and stakeholder management
– Proven hands-on experience in Genesys operational support or implementation role.
– Knowledge in voice & unified communication solutions is a great plus
– English fluency is mandatory; French fluency is an asset

Department
Global Delivery & Operations

Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

About the Company

Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.