Soutien Metier
ref :582942 | 02 Jun 2025
apply before : 31 Aug 2025
- Madagascar-Antananarivo - Madagascar
about the role
This valuable and critical post consists of below mandatory responsibilities
SAV - Incident Management -
1. Training of new comers to integrate BOS - Standard Customer Service Desk
2. Continuous Training on process / technologies to be respected for ticket management.
3. Continuous audit of incident tickets for continuous improvement and correct areas of mis understanding for the staff and Team Performance.
4. To take over new training from GCS and cascade to Operational Team.
5. To ensure the technical proficiency of the team members are to the highest level.
9. Raise any concern of quality to the Team's Manager.
10. Participation in weekly meeting with Practice Leads.
11. Ongoing Coaching of team members of existing processes , Technologies as and when required.
12. To ensure that change or new processes are rapidly cascaded to the team members and a sound follow-up is done to ensure full adherence
13. To work closely with Team Supervisors on Incident tickets - Investigating defects and 'relecture'
14. To assist the management of the department to attain and sustain a Green Dashboard. To participate actively in process and Improvement Plans
15. To bring innovation and ideas so as to streamline the production
16. To generate ideas for the automation and simplification of our processes.
about you
1. A perfect understanding of the GCS SAV ecosystem
2. A sound knowledge of SAV Technologies and Processes
3. Good posture of delivering trainings
4. Listening and questioning skills
5. Techniques for effective feedback for development
6. Promoting learning
7. Communication Skills
8. Sense of Organizational Excellence
Additional Information
Degree in Computer Science, Appilication or Beng Telecommunications, Electronics
At Least specialist or Expert in OCF team knowing already the processes and products
Min 3 years as Specialist with a sound knowledge of Front Office, BOS, BOA and PAI processes
additional information
- Global opportunities: Work in multi-national teams with the opportunity to collaborate with colleagues and customers from all over the world
- Flexible work environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working)
- Professional development: training programs and upskilling/re-skilling opportunities
- Career growth: Internal growth and mobility opportunities within Orange
- Caring and daring culture: health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events
- Reward programs: Employee Referral Program, Change Maker Awards
department
Global Delivery & Operations
Orange Business 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
contract
Regular
Only your skills matter
Regardless of your age, gender, origin, religion, sexual orientation, neuroatypia, disability or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company: don't hesitate to tell us about your specific needs.
Similar offers
Orange Business
Orange Group
of our employees are proud to work for Orange
recommend Orange as a good place to work
is the candidate experience in France, in the category of companies with over 1,000 employees
Since 2011, Orange has GEEIS (Gender Equality European & International Standard) certification in some twenty countries