Team Leader

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about the roleKey Tasks and Responsibilities:Act as level 1 escalation and engage crises management process if needed on that levelWork with management on team training planWork with management on service acceptanceWork with management on incident auditing for team membersWork on preparing Rosters for the team and handle changes through the monthEnsure incidents are allocated to the most appropriate next step as part of the incident flow process and perform technical escalations in line with company proceduresLiaise and refer issues to correct/ relevant resolution entities and other vendors as appropriateBuild relationships with peer and management levelsFollow up on the team KPIs, and communicate to team members ways to improve itOwns the chronic and complex problems / incidents and drive those incidents for quick and efficient solutionDetermination to process tasks according to predefined processes is essentialProvide technical assistance to the customer service management organization for the creation of the Root Cause analysis ( RCA)Lead communication in complex situations with internal and external stakeholdersUndertake any other reasonable task assigned by managementabout youSkills & Qualifications:Available During on-call hours, public Holidays and weekends.Excellent communication (oral and written), interpersonal, organizational, and presentation skills.People management skills.Fluent in English and French is a plusGood consulting and problem-solving skillsAble to work independently and efficiently to meet deadlines.Prompt, responsive, responsible and friendly approach to customer problemsAble to understand complex Customer infrastructure and good understanding of Services proposed by OrangeExcellent customer skills and focus are requiredAbility to work under pressure and to deal with multiple task.General knowledge of the technologies the team supporting.High Flexibility during on-call hours, Public Holidays and weekends.Educational background:

Bachelor Degree in Management, Telecommunication Engineering, or Computer science (or other equivalent and related degree).

Professional Experience:

Minimum of 2-3 years related work experience in. service Desk or similar activity team or similar organizations within the telecom or IT industry. Or 4-5 years of experience in same field but not within Orange.

Solid virtual team management experience.

Good level of practiced technical knowledge.

additional informationOrange Business Services, Egypt MSC, is located at City Stars Complex at the heart of one of the biggest shopping malls in Cairo. We are a Global organization with exposure to customers of diverse nationalities & backgrounds.
Orange aims to be recognized as an employer of choice by and not limited to being an ethical & socially responsible employer, offering career & development opportunities, providing a positive quality of life at work, and recognizing & rewarding our people for individual & collective contributions to our success. Our benefits include supporting our people with the highest level of medical & life insurance to them, their spouses, & children while having a strong network to discounted rates at a number of providers.departmentGlobal Delivery & OperationsOrange 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 businesscontractRegular

Orange

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