UC & Cloud Crisis Manager
ref :584832 | 27 cze 2025
aplikuj przed : 25 wrz 2025
- CityStars, Cairo, Égypte - Egipt
Twoja rola
Lead customer bridge during major incidents, serving as the main point of contact until service restoration specifically for Unified Communication solutions and Cloud Platforms.
• Communicate effectively with customers during major incidents, adhering to case excellence guidelines.
• Ensure timely execution of technical escalations and achieve management escalations.
• Assist in vendor/carrier management for incident resolution.
• Own incident management processes for customers, covering all tiers of support (1, 2, & 3).
• Facilitate frequent meetings between different support levels to enhance collaboration.
• Maintain and optimize the support model for Unified Communication solutions and Cloud Platforms as necessary to meet customer needs. • Intervene in the event of a risk of SLA breach or failure to achieve targets, and ensure appropriate measures are taken by operational teams.
• Manage customer service improvement plans specifically tailored for Unified Communication solutions and Cloud Platforms[1]related incidents.
• Respond to daily information requests on Solutions' incident status.
• Conduct incident analysis and trend analysis, producing periodic reports about UC & Cloud incident management activities.
• Ensure thorough analysis of incident reports, taking appropriate actions based on the findings. • Act as a problem manager in some situations, ensuring follow-up with the customer and account team at agreed frequencies.
• Lead the creation of documents to assist the Service Desk in supporting customers (High-level designs, support processes, account details, etc.).
• Act as a leading point of any escalations the customer might initiate.
• Lead the delivery of informational sessions and trainings to all tiers of support when needed.
• Undertake any other reasonable tasks assigned by GCS & GPS management.
• Build predefined crisis notification lists.
• Reporting and KPI for crisis management.
• Deliver training sessions to SD to enhance communication skills based on PMIR.
• Lead/follow up on global SIP (Service Improvement Plan).
• Provide global RCA (Root Cause Analysis).
Oczekiwania
Excellent knowledge of Cloud or IPT/IPCC Technologies. • Excellent communication, Interpersonal, organizational and presentation skills. • Fluent in English (French is a plus). • Good consulting and problem-solving skills. • Able to work efficiently and independently to meet deadlines. • Able to understand complex customer infrastructure and good understanding of services offered. • Ability to work under pressure and deal with multiple tasks. • Solid knowledge on the orange technologies and offers (certificates are a plus). • Good technical knowledge in one or more offers provided by different entities: (GPS, OCD, GPS, IOPS, FOPS, …) • Good business writing and communication skills. • Leadership skills with good process\organization knowledge.
informacje dodatkowe
- 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
Educational background and Professional Experience: • Bachelor’s degree in telecommunication engineering or computer science • Minimum of 2-year related work experience in customer technical support or similar organizations
obszar firmy
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
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