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Head of Major Incident & Escalation Management

ref : 550876 | 26 avr. 2019

date limite de candidature : 25 juil. 2019

CityStars, Cairo, Égypte - Egypte

votre rôle

Manage and develop resources and team members to perform efficiently and effectively.

Monitor and measure the KPI of the team and ensure the resolution of all incidents as per the agreed SLA with the customer.

Act Act an escalation point in the incident management cycle.

Participate in the recruitment of team members.

Manage the service improvement plan related to the team.

Represents the team in the customer meeting & service reviews.

Ensure that all processes, procedures and troubleshooting guidelines are documented and well maintained.

Provide statistical reporting to management with a trend analysis for the team’s productivity.

Define clear SMART goals, objectives and career development plans to all team members,  and carry responsibility for the team performance management.

Contribute to the “Service Operation process & procedure improvements” to increase the team’s productivity and lower the number of incoming escalations within his/her team.

Schedule staff training, leaves requests, rosters and fulfill overall staff administrative requirements.

 Undertakes other similar or related tasks as signed by departmental management.


votre profil

5- 6 years experience in Major incident management

Experience in Problem Management

Leadership and Coaching Skills.

 Interpersonal and Conflict management skills.

 Time Management skills.

 Self Motivated.

 Ability to deal with different cultures and behaviours.

 Decision-Making skills.

 Business and Report Writing.

 Presentation Skills.

 Strong Analytical skills.

 Excellent customer service skills.

 Fluent in both spoken and written English (French is a plus).

 Solid knowledge on the following technologies: TCP/IP, IPVPN,  Skype for Business, Security solutions.

 Excellent knowledge of Orange services portfolio and IT systems.

 Educational background:

 Bachelor of Science in Communications/Computer Science or equivalent.

 Management diploma is a plus

 ITIL Foundation certificate is a Plus


le plus de l'offre

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 Job Contacts:     Within Orange Business Services:

   CS&O staff

   Customers Account Managers

    Life Cycle Management/VPO

   Service Coordination (SCC) and Field Service (FS)

   IT Helpdesk

 

 Outside Orange Business Services:

   Partners

   Customers (all levels)

   Service Providers (Carriers, ISPs. Vendors, etc…)

 

 Job Dimensions:

  People Management: Yes

  Financial Impact: Yes

 

 Professional Experience:

 8 years in Telecommunications industry or customer service environment preferably with some exposure in team leadership role

5- 6 years experience in Major incident management and/or Problem management

 Shift work and On Call availability may be required.

 


entité

Customer Services & Operations

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.


contrat

CDI

Orange Business Services

top employer EG-2019

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