Senior Critical Situation Manager
4 semanas atrás
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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