Job Opportunity in Egypt at Orange: Incident Manager

Date limite : 06 févr. 2020

Organisation à but non lucratif: Orange

Niveau d'études: Etudiant

Consultée 225 fois

Job Opportunity in Egypt at Orange: Incident Manager

Orange offers a job opportunity as an Incident Manager in Egypt.

Eligibility Criteria:

  • Customer-oriented mindset.
  • Coaching and Leadership skills.
  • Ability to work under pressure.
  • Decision making capability in complex situations.
  • Analytical mindset and solution-driven.
  • Ability to communicate effectively and producing business reports.
  • Team spirit and collaborative attitude.
  • Ability to lead and manage meetings and outcomes.
  • Ability to work in Matrix Management mode.
  • University degree in Computer sciences or telecommunications or similar field.
  • Minimum 3 Years of experience in customer support.
  • Good knowledge of the Orange Operational environment.
  • Good knowledge of IT Services and offers.
  • Excellent command of English and French is a plus.
  • ITIL Foundation certification is a must.

Responsibilities:

  • Follow the quality of IM processes by Identifying the adapted KPIs, control and publish it on a regular basis.
  • Make sure the right procedures are followed by all members of the support chain (including the SD).
  • Defines & controls the rules, activities & efficiency of queue managers including the quality of the communication with Customers.
  • Receiving SDM Requests, complaints.etc. & Launch necessary remediation actions accordingly.
  • Promote the autonomy of the SD. In particular, initiate and develop the diagnostic and resolution trees/procedures.
  • Control the interlocks with problem management.
  • Prepare the global quarter improvement plans and reports about the overall Continual Improvement activity.
  • Leading customer Major Incidents with high impact on the business and make sure it is handled properly by SD/QM.
  • Delivery of Reports to identify Backlog tickets (older than 30 days) to ensure company efficiency and customer satisfaction.
  • Delivery of KPIs Reports done for the GTR based on Priorities: P1/P2/P3 tickets.
  • Providing feedback to the SD management and working on improvement plans if needed.
  • Ensuring that incident reports are analyzed and that there is an output from the analysis of each report, transforming the analysis performed into an action register [or CSI action register].
  • In case there is a risk of SLA breach or failure to achieve the target, then the incident manager should intervene to ensure the appropriate measures are taken by the operational teams and operation managers.
  • Interlocking with the problem managers, change managers and capacity managers in order to ensure that the interlocks between the processes are functional and efficient.
  • Work closely with the Service Desk incident manager & team manager for business and support related decisions.

About Orange:

Orange S.A., formerly France Télécom S.A., is a French multinational telecommunications corporation. It has 256 million customers worldwide and employs 95,000 people in France, and 59,000 elsewhere. It is the tenth-largest mobile network operator in the world and the fourth largest in Europe after Vodafone, Telefónica, and VEON. In 2015, the group had revenue of €40 billion. The company's head office is located in the 15th arrondissement of Paris. The current CEO is Stéphane Richard. The company is a component of the Euro Stoxx 50 stock market index. Orange has been the company's main brand for mobile, landline, internet and IPTV services since 2006. It originated in 1994 when Hutchison Whampoa acquired a controlling stake in Microtel Communications during the early 1990s and rebranded it as "Orange". It became a subsidiary of Mannesmann in 1999 and was acquired by France Télécom in 2000. The company was rebranded as Orange on July 1, 2013.

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Pays hôte: Egypte

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