Senior Critical Situation Manager

4 semanas atrás


Lisboa, Lisboa, Portugal Axians Portugal Tempo inteiro

Job Summary

We are seeking a highly skilled Critical Situation Manager to join our team at Axians Portugal. As a key member of our Critical Situation Management & Escalation Team (CMET), you will be responsible for managing Premier Customers' & Partners' Critical Situation incidents to ensure timely and effective response to internal and external customer needs.

Key Responsibilities

  • Delivery of high-quality customer and partner experience through timely and effective response to internal and external customer needs;
  • Owning active Critical Situations;
  • Expanding internal visibility of Premier Customers' Critical Situations by managing complex, mission critical, or politically hot Premier customer situations;
  • Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process;
  • Stepping up to take on challenges by acting as Crisis Manager in catastrophic outage situations;
  • Pursuing proactive actions to help prevent future issues;
  • Leading project and working group to improve process and tools;
  • Establishing / Maintaining Relationships;
  • Collaborating effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible;
  • Actively participating on projects initiatives;
  • Providing CritSit reporting to allow businesses to make better decisions.

Requirements
  • Fluent in English and Japanese (spoken and written);
  • Service delivery experience would be preferred;
  • Good understanding of Microsoft products and technologies;
  • Computer/Technical skills (Windows, Office, etc);
  • Exceptional organizational skills to manage effective escalation within different departments;
  • Problem solving skills;
  • Ability to work non-standard hours, weekends and public holidays is required.

What We Offer
  • Opportunities for career advancement;
  • Professional development in international markets;
  • Challenging challenges of great dimension.


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