JOB DESCRIPTION / ROLE
About the role
Key Tasks and Responsibilities:
• Act as level 1 escalation and engage crises management process if needed on that level
• Work with management on team training plan
• Work with management on service acceptance
• Work with management on incident auditing for team members
• Work on preparing Rosters for the team and handle changes through the month
• Ensure incidents are allocated to the most appropriate next step as part of the incident flow process and perform technical escalations in line with company procedures
• Liaise and refer issues to correct/ relevant resolution entities and other vendors as appropriate
• Build relationships with peer and management levels
• Follow up on the team KPIs, and communicate to team members ways to improve it
• Owns the chronic and complex problems / incidents and drive those incidents for quick and efficient solution
• Determination to process tasks according to predefined processes is essential
• Provide 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 stakeholders
• Undertake any other reasonable task assigned by management
REQUIREMENTS
About you
Skills & 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 plus
• Good consulting and problem-solving skills
• Able to work independently and efficiently to meet deadlines.
• Prompt, responsive, responsible and friendly approach to customer problems
• Able to understand complex Customer infrastructure and good understanding of Services proposed by Orange
• Excellent customer skills and focus are required
• Ability 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.
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.
