Votre rôle
Key Tasks and Responsibilities:
Act as level 1 escalation and engage crises management process if needed on that level
Work with management on team training plan
Work with management on service acceptance
Work with management on incident auditing for team members
Work on preparing Rosters for the team and handle changes through the month
Ensure incidents are allocated to the most appropriate next step as part of the incident flow process and perform technical escalations in line with company procedures
Liaise and refer issues to correct/ relevant resolution entities and other vendors as appropriate
Build relationships with peer and management levels
Follow up on the team KPIs, and communicate to team members ways to improve it
Owns the chronic and complex problems / incidents and drive those incidents for quick and efficient solution
Determination to process tasks according to predefined processes is essential
Provide technical assistance to the customer service management organization for the creation of the Root Cause analysis ( RCA)
Lead communication in complex situations with internal and external stakeholders
Undertake any other reasonable task assigned by management
Votre profil
Skills & Qualifications:
Available During on-call hours, public Holidays and weekends.
Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
People management skills.
Fluent in English and French is a plus
Good consulting and problem-solving skills
Able to work independently and efficiently to meet deadlines.
Prompt, responsive, responsible and friendly approach to customer problems
Able to understand complex Customer infrastructure and good understanding of Services proposed by Orange
Excellent customer skills and focus are required
Ability to work under pressure and to deal with multiple task.
General knowledge of the technologies the team supporting.
High Flexibility during on-call hours, Public Holidays and weekends.
- Bachelor Degree in Management, Telecommunication Engineering, or Computer science (or other equivalent and related degree).
Professional Experience:
- Minimum of 2-3 years related work experience in. service Desk or similar activity team or similar organizations within the telecom or IT industry. Or 4-5 years of experience in same field but not within Orange.
- Solid virtual team management experience.
- Good level of practiced technical knowledge.
Le plus de l'offre
Orange Business Services, Egypt MSC, is located at City Stars Complex at the heart of one of the biggest shopping malls in Cairo. We are a Global organization with exposure to customers of diverse nationalities & backgrounds.
Orange aims to be recognized as an employer of choice by and not limited to being an ethical & socially responsible employer, offering career & development opportunities, providing a positive quality of life at work, and recognizing & rewarding our people for individual & collective contributions to our success. Our benefits include supporting our people with the highest level of medical & life insurance to them, their spouses, & children while having a strong network to discounted rates at a number of providers.
Entité
Global Delivery & Operations