Job Description

Senior Resolution ManagerCompetitive SalaryCairo/ Cork/ Halle

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Senior Resolution Manager on our Customer Support team in Cairo/Cork/Halle.

Key Responsibilities:

• Take full ownership of high-impact & complex technical SRs in order to prevent out-of-process escalations
• Adopt and portray a professional approach to all customer situations and ensure commitments are set accordingly and adhered to
• Ensure contractual service support requirements are understood, managed and delivered, and avoid over-delivery through effective expectation management
• Collaborate with the TSM Organization through agreed processes
• Coordinate and produce formal documentation for major escalations upon request, such as summary reports, post incident/root-cause reports and analysis reports
• Develop, issue and overall control of communications both internal and external during a service engagement making sure all parties are kept appropriately up to date
• Continuously identify and drive improvement to existing service processes and procedures by identifying CLCA opportunities, coaching targets and training gaps
• Document best practices and knowledge base articles to drive service improvements
• Collaborate with the wider Regional (EMEA, ABU or APJ) and Global Services network to ensure best practices are in use at all times
• Drive all required Critical Success Factors and Key Performance Indicators and provide in Root Cause Analysis, CLCA analysis and feedback as needed
• Control and reduce escalations, both executive and non-executive by engaging proactively on identified cases and owning as required
• Responsible for providing improved Solution Support capability in his/her functional group by: Attending all required technical, business and functional training sessions
• Champion a customer-focused service delivery methodology through cross queue coordination
• Drive case ownership and management
• Drive and sustain improvements in overall SR age and all quality metrics
• Drive first time fix on all service calls
• Adopt Leader approach to facilitate effective communication between Resolution Managers, and internal key stakeholders during an incident.
• Maintain relationships within GSD and other parts of the business to aid your team in cross-functional collaboration
• Responsible for driving key business and Team level initiatives
• Provide coaching/consulting to Resolution Managers on complex technical and/or political escalations
• Act as the single point of contact for escalation assistance to the Resolution Manager

Essential Requirements:

• Fluent German is highly recommended and very good written and spoken English. Any additional language appreciated
• EMC experience is required. Technically (MidRange, Unity or VNX knowledge) and also process-wise.
• Minimum of 12 months in a Customer facing Resolution Management function (E.g. Resolution Manager, Team Lead, Technical Account Manager, Etc.) or equivalent
• Proven ability to manage remote and EMEA wide situations (Escalations, projects, relations etc.)
• ITIL Foundation v.3 certification preferred;
• Relevant Technical Certification(s) required/preferred (dependent on specific RM position)
• Possess a Customer-Focused mentality and a willingness to provide prioritization, planning, coordination, ownership and accountability for each escalation handled with tact and diplomacy at all times
• Experience working in large technical support organizations preferred;
• Able to quickly become effectively agile within the Dell Support Resolution Team and beyond the organizational boundaries
• Strong analytical / technical problem solving and troubleshooting skills across the wide range of industry hardware and software, with an emphasis on all Dell product offerings
• Proven business acumen, intellectual capability, verbal and written communication / customer support / interpersonal / presentation / conflict resolution skills
• Self-starter, Self-driven and Decision Maker
• Leadership skills (People Manager / Training/ Coaching)
• Project Management skills

Benefits

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

Apply now!

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.

Closing date: 31/12/2019