Incident Management Officer with French

Since 1998, we've been active in the Human Resources consulting market, providing regional coverage across four key areas of expertise : recruitment and selection, personnel leasing, assessment centers and consultancy. As leaders in Transylvania, we've expanded our reach to embrace a culture of continuous improvement, thereby strengthening our position in the Romanian and also regional market. This commitment underscores our dedication to evolve alongside the dynamic needs of our clients and the ever-changing landscape of the business environment.

Our success stems from the professionalism of our services, the multidisciplinary expertise of our consulting team and our ongoing collaboration with those who rely on our consultancy services.

Building long-term partnerships with clients across diverse industries such as IT&C, automotive, outsourcing, pharma, banking, FMCG and more, is our primary objective.

Our commitment to client orientation, teamwork, flexibility, excellence, dedication and responsibility reflects our aim to bring added value to our services.

The Incident Management Officer acts as the single commander to work with Customer Service, Support engineers, and customers to coordinate complex reactive support to resolution and provide insights into operational health opportunities for a set portfolio of accounts. The goal of the IM is to be the Customer Advocate and enable resolution of Reactive Issues with the following key activities :

• Representing the client’s business impact;
• Supporting end-to-end problem resolution;
• Identifying issues within the portfolio of cases;
• Managing technical incidents received through a ticketing system and assigning them to engineers qualified to handle those specific incidents;
• Subsequently tracking progress (whether resolved within the agreed timeframe or investigating reasons for delays);
• Organizing weekly and monthly calls with engineers to discuss recurring incidents and how they can be resolved;
• Providing support to the team in France.

Skills that make your work successful :