Incident Manager with Turkish & English

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Employer: Microsoft
Domain:
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 22.09.2016
    Remote work: On-site
    Short company description

    It’s a time of exciting change and new thinking at Microsoft. We’re focused on improving the day-to-day lives of our customers, delivering meaningful impact through ground-breaking technology and providing a truly unified experience.

    Through incredible services like OneDrive and Xbox Live powering a Mobile First, Cloud First world, we deliver a positive blend of work and play across different devices, locations and users. Across digital life, we’re reinventing productivity.

    In order to fuel this change, we need people prepared to challenge convention, question the status quo and collaborate with likeminded individuals that don’t fear failure but see it as a necessary step toward making a mark on the world.

    If shaping a better, more exciting future is what motivates you, you’ll be in good company.

    Find out more about Jobs at Microsoft Romania and apply.

    Requirements

    Skills:
    - Able to develop and maintain good working relationships across functional groups
    - Able to communicate clearly via e-mail, IM, phone and face-to-face with both enterprise customers and internal stakeholders
    - Proven prioritization skills to manage effective communication across multiple customers and services while remaining an advocating for our customers.
    - Be customer centric, understand the circumstances and desired outcome of any incident to appropriately advocate for the appropriate action.
    - Ability to manage your time carefully and work under pressure on multiple different cases without compromising on quality.
    - Proven analytic problem solving skills and a logical approach to taking the most appropriate action.
    - Strong written and verbal communication skills to enable you to articulate complex problems succinctly.
    - Ability to communicate to both a technical and non-technical audience, ensuring both are clear on the current position of the issue.
    - Be proactive and resourceful in pursuit of improving customer experience and the impact your input has on this
    - Demonstrate accountability for issues on which you depend on others to resolve.
    - Illustrate service delivery and customer impact though influence and a positive “can do” attitude.


    Qualifications and Experience:
    - Enterprise customer relationship management experience
    - Desired experience of technical contract management
    - Bachelor Degree or equivalent experience required
    - Excellent written and oral Turkish and English language skills
    - Demonstrated experience and commitment to customer service and satisfaction
    - Aptitude for IT and Technology
    - A comprehensive understanding of specific Microsoft technologies
    - Basic understanding of ITIL/Service Management processes

    In return we will give you:
    Training: On-going In-depth training with current and emerging products and technologies
    Benefits: Life insurance, medical program, Sports benefits, Lunch vouchers
    Compensation: Competitive salary package

    Our ideas touch the lives of individuals everywhere and they are born in an environment designed to encourage collaboration, openness and innovation. We want you to join in, influence, learn, challenge, agree and disagree. When you work for Microsoft, you’re free to express yourself your way!

    Please note that your resume will be entered in our data base and may be used in further recruitment events.

    Responsibilities

    1. Key Deliverables:
    - Provide incident management for selected Turkey Services Customers
    o Manage and oversee support cases end to end liaising with Global Customer Technical Support Groups, through the internal Problem Tracking systems.
    o Manage customer and internal engineer escalations for the Service Delivery Manager
    o Ensure regular dialogue with the Service Delivery Managers (SDMs) to ensure support cases are brought to SDM attention as required.
    o Review incident management reports and deliver incident categorization and trend analysis.
    o Manage any blocking situations to ensure support progression and inform key stakeholders as required
    o Follow internal escalation processes and adhere to the global role playbook
    o Identify opportunities for proactive services to reduce frequency and duration of incidents.
    o Assist the Critical Management Escalation Team (CMET) with any escalations relating to customer Critical Situations.
    o Help orchestrate incident post mortems on behalf of Service Delivery Managers.

    2. Activity Reporting
    - Create and deliver customer support case reporting, weekly and/or monthly
    - Bill your customer activities in the time recording system and log any other work carried out
    - Report on escalations and specific cases as needed to your Service Delivery Manager
    - Send monthly and weekly summary reports of Services Reactive Support usage to customers directly including details of current status
    - Provide weekly reports of sensitive cases and escalation activities carried out for review with your Service Delivery Manager
    - Provide quarterly trending reporting for each customer highlighting example cases that suggest opportunity for proactive support services for review with your Service Delivery Manager
    - Provide quarterly portfolio review with Turkey Service Centre leads

    3. Operational Excellence
    - Advocate and be customer centric when executing Incident Management to drive case progression.
    - Utilize appropriate established escalation routes to facilitate the timely resolution of customer issues and ensuring escalations are communicated to the SDM effectively.
    - Utilize appropriate tools to ensure the service is delivered in a timely, relevant and accurate standard.
    - Participate in team meetings, discussions and other activities as required in order to support the Turkey Services Team.

    4. Building Relationships & People
    - Support engagement with the Turkey Services team, as well as the wider EMEA Services businesses.
    - Share information and knowledge with the other EMEA Service Centre Hub team members, business owners, and the wider Services community to work to reduce the number of reactive cases raised as well as reducing the time taken to resolve these cases
    - Ensure peers, partnering teams, groups or regional teams are in sync on key issues to ensure cross-regional collaboration.
    - Promote teamwork and collaboration through a positive attitude and effective communication

    5. Business Insights
    - Identify issues that are systemic and report on key trends
    - Understand current business processes & tools which impact our service delivery and work with the necessary owners internally to resolve any issues, and fix processes.
    - Work with the Turkey Services team to resolve any of escalations and complaints received regarding our services and to improve internal processes & policies.

    6. Technology Insights
    - Possess good technical expertise in all Microsoft technologies to quickly understand incidents and provide a high-level review to all stakeholders
    - Utilize your technical expertise to provide focused, valuable and specific recommendations of proactive services to support our customers in improving their overall IT health following an incident

    Other info

    Microsoft Services mission is to empower every person and every organization on the planet to achieve more. In Microsoft Services Business Operations (SBO), our goal is to power One Services through a common operating model that simplifies and improves customer and employee experiences. Our team drives a broad range of shared services functions that include Operations delivery through Service Center, Data and BI, Role Excellence, Business Solutions & Tools, and Readiness for both the Enterprise Services and Customer Support and Services Business.

    In alignment with the Services Transformation, the Services Business Operations (SBO) organization is taking steps to globalize Service Center and expand their scope to support Services Sales, Account Aligned, and Domain Aligned Delivery teams. Service Center reduces randomization and administrative tasks performed by field teams today by standardizing and centralizing delivery of these workloads, with the ultimate goal of making the lives of our customer-facing employees easier so they can focus on what matters most, their customers.

    Contract: Outsourced Employment Contract
    Start date: ASAP
    Location: Bucharest

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