JOB DESCRIPTION / ROLE
About the role
- Responsible for the hiring, onboarding and upskilling of the team.
- Creating a productive work environment for the team using appropriate strategies and tools.
- Planning and organize workloads and delegating tasks for the whole team.
- Communicating goals and deadlines to team members.
- Assessing team performance and providing feedback to employees.
- Conduct employee performance reviews in accordance with company policy.
- Upskilling the team to ensure skills match current and future operational requirements.
- Assessing team performance and providing feedback to your team.
- Providing teams with information about recent changes, plans and initiatives.
- Ensure all incidents are processed, resolved respecting the Incident Management Process.
- Provide hands on support of cases if demand exceeds team resources available.
- Manage the Incident Queues respecting the SLA/OLA provided to our users.
- Schedule team leave request, roaster, and overall staffing requirements.
- Ensure operational, KPIs and customer support targets are met.
- Represent the team at required meetings with other teams and entities.
- Undertake any other reasonable task as requested by department management.
REQUIREMENTS
About you
- Outstanding communication skills and decision-making skills.
- Strive to understand and empathize with others.
- Excellent customer service, Interpersonal and strategic thinking skills.
- Team work, Proactive, Self-motivated, Simplicity, Agility, Flexibility and Autonomous.
- Leadership and goal-setting skills, the ability to convince others, rather than coerce compliance.
- The ability to turn information into action and help employees find meaningful work.
- Deeply committed to the professional growth of employees and colleagues within his/her team.
- Fluent in English, French is a plus.
- 5+ years experience within IT operations.
- Experience in supporting internal or external users.
- Experience in leading or managing technical teams is a plus.
- Technical Experience in System and Database Administration (Windows, Linux, SQL , Oracle)
- Technical Experience in Cloud solutions (Cloud Native Platform, IAAS, CAAS) is a plus.
- Technical Knowledge in DevOps tools, Big Data and Elastic solutions is a plus.
Department
Chief Technology Info Office
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.
