Incident Management Specialist

This position is also suitable for fresh graduates About the role: Owns the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams, keeping the customer or the Service desk representative duly and regularly informed. Diagnose fault-related incidents. Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner. Perform technical escalations to different Incident Management teams in line with company procedure and case/incident excellence. Strictly perform escalations to the different Third Parties involved, in line with the agreements in place with them. Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) when applicable and to note it in detail and gain agreement to incident closure by customer or Service desk representative. About you: Excellent interpersonal and communication skills, to interact with internal/external customers. Good time management and organizational skills. Ability to work under pressure and deal with multiple tasks. Ability to work in alternated H24/7 shift. Flexible, proactive and committed. Ability to build and maintain relationships at horizontal and vertical levels. Fluent Italian and English speaking. Spanish language at basic level is a big plus. CISCO certified (advantage). What we offer: Global opportunities: Work in multi-national teams with the opportunity to collaborate with colleagues and customers from all over the world. Supportive and friendly work environment, working alongside industry experts. Flexible work environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working). Professional development: training programs and upskilling/re-skilling opportunities. Career growth: Internal growth and mobility opportunities within Orange. Caring and daring culture: health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events. Reward programs: Employee Referral Program, Change Maker Awards. and much more Research addressed to personnel belonging to disable and protected categories art.18 law 68/99 too. This position is temporary. Seniority level Associate Employment type Temporary Job function Information Technology, Customer Service, and Consulting Industries IT Services and IT Consulting J-18808-Ljbffr

Location: provincia-di-roma, IT

Posted Date: 4/17/2025