Job description / Role
About the role
Join Orange Egypt as our Lead, Operations - ICT!
Are you ready to take charge of our technical support and incident management operations? At Orange Egypt, we're seeking a proactive and dynamic individual to lead our team in ensuring the smooth functioning of our ICT infrastructure. Here's what you'll be doing:
- First-Level Support & Incident Management: You'll be the first point of contact for technical support, handling ticket creation, updates, escalations, and closures with efficiency and professionalism.
- Proactive Monitoring: Keep a vigilant eye on our infrastructure devices and services, promptly identifying and addressing any performance issues before they impact our services.
- Issue Diagnosis and Prevention: Dive deep into issues, diagnosing them accurately and taking proactive steps to prevent their recurrence, ensuring uninterrupted service delivery.
- Event Analysis and Response: Analyze system-generated events, sift through alerts, and prioritize them based on relevance and urgency, ensuring swift incident response.
- Collaboration and Communication: Liaise with field engineers and third-party vendors, coordinating resolution efforts seamlessly to minimize downtime.
- Reporting and Ticket Management: Take charge of creating, defining, and updating custom ticketing reports and categories, ensuring accurate tracking of issues and timely resolution.
Requirements
Technical Skills and Qualifications:
- 3+ years of experience in a similar role.
- Proficiency in ITSM BMC Remedy.
- Thorough understanding of Incident Management Process and Lifecycle.
- Familiarity with SLA/KPIs.
- Relevant IT certifications or equivalent experience.
- Knowledge of ITIL/ITSM guidelines.
- Understanding of IT Infrastructure & Virtualization concepts.
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.