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Incident Management Associate with Arabic

Job Location: Bucharest

Regional Description: Romania

Job Number: 00700305


- Job description

- Managing customer and internal engineer escalations while working closely with the Service Delivery Manager. 
- Overseeing the reactive landscape end to end and managing any support bottlenecks to ensure smooth progression and inform key stakeholders as required. 
- Creating and reviewing Incident Management reports in order to deliver business insights through incident categorization and trend analysis. 
- Identifying opportunities for proactive services in order to reduce the frequency and duration of incidents. 
- Collaborating with the Critical Escalation Team on any escalations related to customer critical incidents. 
- Sending monthly and weekly summary reports of Customer Support usage directly to customers, including details of current status. 
- Providing weekly reports of sensitive cases and escalation activities, carried out for review with the Service Delivery Manager. 
- Advocating and being customer-centric when engaging internally and externally to drive progression of incidents. 
- Using the appropriate escalation routes and tools to ensure the service is delivered in a timely way and at a relevant and accurate standard. 
- Participating in team meetings, discussions and other activities in order to share information and support the EMEA Services Team by promoting teamwork and collaboration through a positive attitude.
  • - Fluency in Arabic and English, both written & spoken;

    - Availability to work from Sunday to Thursday
    - Proficient in relevant computer applications (Internet Explorer, Outlook usage, Microsoft Office);
    - Verbal and written communication skills;
    - Active listening skills;
    - Detail-oriented and analytical;
    - Positive ‘can-do’ approach;
    - Problem solving and analysis;
    - Customer service orientation



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