Head of Major Incident & Escalation Management
ref : 550876 | 26 avr. 2019
date limite de candidature : 25 juil. 2019
CityStars, Cairo, Égypte - Egypte
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.
5- 6 years experience in Major incident management
Experience in Problem Management
Leadership and Coaching Skills.
Interpersonal and Conflict management skills.
Time Management skills.
Ability to deal with different cultures and behaviours.
Business and Report Writing.
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.
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
Job Contacts: Within Orange Business Services:
Customers Account Managers
Life Cycle Management/VPO
Service Coordination (SCC) and Field Service (FS)
Outside Orange Business Services:
Customers (all levels)
Service Providers (Carriers, ISPs. Vendors, etc…)
People Management: Yes
Financial Impact: Yes
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.
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.
Orange Business Services
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