Incident Management Analyst

Orange Business is here
About us
Orange Business is a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate.
With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
About the role
To conduct initial diagnostics and undertake basic fault diagnostics to resolve where possible, customer faults.
To provide a professional first technical point of contact for the customer.
Basic and Medium complexity fault-related cases diagnose and/or repair by effectively utilising software diagnostics and other network/product utility programs.
To ensure cases are allocated to the most appropriate 'next step' as part of the case flow process.
To perform technical escalations in line with company procedure.
To monitor systems, customer networks and products, and deal with alerts and events as appropriate.
To liaise and refer issues to correct/relevant entities e.g. other GCSC's, PTT, IOC and other Vendors as appropriate.
Document all troubleshooting and a case management actions via the electronic case management system.
Other (if applicable): Shift work may be required.
About you
Excellent customer skills are required.
Good interpersonal and communication skills.
Good time management, and organisational skills.
Ability to work under pressure.
Ability to deal with multiple tasks.
Team work, uses a team approach to solve problem when appropriate.
A determination to process tasks according to pre-defined processes is essential.
Ability to build relationships with peer and management levels both with clients and the company management.
Proactive, self motivated and determined attitude.
Good PC skills and application knowledge.
Basic knowledge about ITIL.
Problem solving skills.
Tenacity.
To be inquisitive.
Flexibility in terms of working hours.
Proficient in English and Portuguese.
What we offer
OB Petrópolis:
The benefits of being Orange
Orange Business was certified as one of the best companies to work by the Great Place to Work Institute from 2012 to 2015.
Since 2016, Orange has been awarded as the Top Employer Brazil.
The comprehensive independent research revealed that the Company provides excellent employee conditions, nurtures and develops talent throughout all levels of the organization, and has demonstrated its leadership status in the HR environment, always striving to optimize its employment practices and to develop its employees.
And since 2015, Brazil has been recognized by the Gender Equality & Diversity for European and International Standard Certification.
Because Orange Business hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:
Medical plan
Dental plan
Life insurance
Meal allowance
Transportation allowance
Bonus plan
Gympass
Day care
Private pension fund
Birthday gift (day off)
Give a day, get a day (day off)
Maternity Leave (6 months + 1.5 year of teleworking)
Paternity Leave (15 days + 5 months and 15 days of teleworking)
Orange Employee Solutions (psychological and legal assistance)
Shiatsu
Labor gymnastic
Teleworking Reimbursement
Flexibility
Friendly and caring environment
Global work environment.
Only your skills matter
Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation.
Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.
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