It Service Delivery Manager - Mumbai,Mumbai
- Orange Business
- 11 - 21 years
- Mumbai
- 1 month ago
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Job Description
Role & responsibilities -
Hands on experience on Escalation Management & maintaining communications with support organizations, assignment, prioritization, scheduling and tracking of issues & timely escalate to the relevant stakeholders.
Minimum 10 years of total experiences in Escalation Management (7 Years of relevant hands-on Experience)
Specialize in Escalation Management
Availability to work 24 X 7
Ability to understand services and business impact.
Good in technical communication, documentation & process oriented.
Good understanding about ITIL process. Working in-line with customer requirement
Preferred candidate profile
- Manage Escalation process, including coordination of the meetings, review of escalation file content and closure.
- Manage the analysis, selection, and assignment of escalated, critical and flagged accounts on a global basis.
- Experience with multi-vendor product escalations
- Co-ordination with internal Support Delivery Managers, Critical Situation Managers & Technical Support Engineers.
- Drive Asset Management & Vendor management. Timely basis reporting and coordination.
- Ensure high-quality customer service with emphasis on timely resolution and through problem definition and identification.
- Person must have exceptional writing and oral communication skills be able to synthesize complex and confusing information into crisp exec summaries for a variety of audiences.
- Should also possess good communication skills. In addition, they are responsible customer requirement.
- Ensures timely closure of escalation cases.
- Coordinated for the RCA and submit the same to the customer.
- Good Communication skills and ability to coordinate with customer stakeholders.
Call Logging with Vendor.
Call Monitoring & Escalation
Contract Monitoring Hardware & Software
Reports and MIS
Perks and benefits
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information Security,
Role Category: IT Infrastructure Services
Role: IT Operations Management
Employement Type: Full time
Contact Details:
Company: Orange BusinessLocation(s): Mumbai
Keyskills: Infrastructure Management IT Service Delivery IT Operations IT Infrastructure
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Orange Business
Orange Business Services is a global IT and communications services provider, with services in 220 countries. We help companies collaborate more effectively, operate more efficiently and engage better with their customers, connecting their people, sites and machines securely and reliably.
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