Jellali Bassem Email & Phone Number

Tunis, Tunisia

Tunis, Tunisia

Manage major incidents from identification to service restoration and closureDrive the root cause analysis and produce the RCA documentation within SLARegular. professional communication on major incidents to internal & external customers within contracted SLAsCommunication of incidents to customers in a clear and meaningful wayCo-ordination between multiple teams from IT infrastructure to application management and engineering for effective resolutionEscalate within support organisation as required.Manage customer / support escalated incidentsCo-ordinate required plan to ensure changeObtain necessary approvals from all stakeholdersCommunication on any outage due to retrospective changeCreate an action plan for issue remediation during Incident troubleshootingRegularly review lower priority incidents across the service base to avoid any emerging higher priority issues and root cause fixesWork with alerting & monitoring teams to pro-actively avoid high priority incidentsIdentifying changes in the support processes and change the Incident Management process accordinglyRun major incident ‘blameless post mortem’ sessions after service restoration to ensure avoidance of repeat incidentsLead post incident review meetings with customersReport on major incident service level compliance statistics to the Service Delivery & Account Managers.Track and manage Problem Records, providing reporting and updates to internal and external stakeholdersDrive continuous service improvement and incident avoidances

Tunis Governorate, Tunisia

Tunisia

- Coordinates the people, processes and technology to proactively reach out to customers when we know something went wrong (customer complaints, shipping delays, manufacturing problems).- Orders Quality review.- Handle high level Escalated issues such as: Fraud, Public Relations issues, Para Legal issues, Copyright matters, CEO requests, issues reported on our Social Media (Twitter/Facebook.- Public Relation (Social Media) queries and callbacks- Report Product issues and missing specifications.- Handle Failed/ Rejected orders and find out the root causes and escalate whenever needed.- Remediating impacted orders and contribute in improving our customers' experience.- Treat On Hold orders due to creation errors.- Reach out to customers with Declined Payments through the site and assist in releasing orders.- Work with Care in Manufacturing by escalating orders issues and Quality complaints and look for a solution.- In Charge of Bundle Offers.- Treat Premium Finish Requests and fix any design issue that blocks the order on its way to production.- Report products rejections and challenges to fulfillers on a monthly and daily basis.- Assist Fulfillers to get necessary details 'artworks - new shipping addresses) for blocked orders to be released and delivered on time.- Assist CARE whenever they want to have accurate information about any product specifications and help customers make the best choice.

Tunisia