Job description / Role
Team Manager - Evolution Platform Support (Managed Applications)
Responsibilities
- Maintain and optimize Customer's IT environment
- Receives customer demands and transform them to run projects
- Assign the projects to proper calibers upon skills matrix
- Oversee data backup and system security operations as well as upgrades and installations
- Manage installations, upgrades, and configurations of anything new in the environment
- Assess system performance and recommend improvements
- Resolve issues escalated by technicians, engineers, and/or customer
- Ensure data is handled, transferred, or processed according to Security and company guidelines
- Provide support and guidance to stakeholders
- Develop Team policies and practices
- Monitoring an organization's environment for irregularities and performance issues.
- Assesses system data and error logs, along with user reports, to determine areas for improvement.
- Determine sometimes when systems or servers are due for upgrades.
- Directing the activities of the operation team
- Assesses current Team needs and operations inquiries and assigns personnel to resolve each issue.
- Develop and implement Operations working schedules.
- Develop policies and procedures to ensure that the Team operates effectively and reliably.
- Develop guides along with technical leads and consultants for operations teams.
- Provide direct Customer support by handling customer escalations.
- Provides Technical recommendations in case of escalations to quick solving the issues.
- Maintain constant communication with management, Operations, technical leads, consultants, and customers to ensure proper operations.
- Develop, implement, and maintain quality assurance protocols
- Grow the efficiency of existing organizational processes and procedures to enhance and sustain the environment.
- Actively pursue strategic and operational objectives
- Ensure operational activities remain on time and within a defined Frame agreed before with the customer.
- Track staffing requirements, hiring new employees as needed
- Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution
- Manage timely data collection to update operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service
- Oversee servers inventory management and internal tools management
- Conduct budget reviews for Run projects and report revenue plans to upper management
- Communicate job expectations; planning, monitoring, appraising, and reviewing job contributions
- complete audits and identify trends to ensure that all KPIs are met.
- Forecast requirements, schedule expenditures, analyze variances, and initiating corrective actions
- Accomplish operations and organization mission by completing related results as needed
- Prepare, Review and approve all operational run projects invoices and ensure they are submitted for payment
- Communicate customer issues with the operations team and devise ways of improving the customer experience, including resolving problems and complaints
- Attend customer meetings and deliver qualified information to the customer about operations, incidents, changes, and problems.
- Work on value-adding activities such Knowledge base update & management, training newcomers, coaching & conducting interviews/participation in hiring drives.
- Participate or contribute to the creation of proposals to drive service improvement plans.
- Key Member/Owner for the Incident, change crisis, problem & release management chains.
Requirements
Required Skills and Knowledge
- Experience in application support
- Hands-on Experience in the knowledge of desktop operating systems
- Working knowledge of network topologies and implementations
- Working knowledge of back-end infrastructure technologies and principles (virtual infrastructure, storage, backup, disaster recovery, and security)
- General knowledge of security devices (firewalls, load balancers, VPNs, firewall rules, boundaries).
- Ability to assess, evaluate the functionality of systems & provide recommendations based on the output of the technical assessment.
- Data analysis skills with any of the data analytical tools (powerbi, Tableau,.....)
- Financial knowledge will be a plus
- Proven experience for quotations calculations upon different billing criteria.
- A proven track record of managing a successful business.
- Must have exceptional communication skills including written, oral, and presentation.
- Customer service or support background is mandatory.
- Strong analytical skills are a Must.
- Exceptional interpersonal skills to work with the client are a must.
- provide support for on-call escalations and doing incident & problem management.
- Fluent in English, French is a must.
- Minimum of 5 years of experience.
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.
About the Company
Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.