Team Leader

Job Description

Regular - Team Leader Team Leader ref :579237 | 19 Mar 2024 apply before : 17 Jun 2024 CityStars, Cairo, Égypte - Egypt 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 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. additional information Orange 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. contract Regular Only your skills matter Regardless of your age, gender, origin, religion, sexual orientation, neuroatypia, disability or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company: don't hesitate to tell us about your specific needs. Similar offers Orange Business Orange Group 91% of our employees are proud to work for Orange 87% recommend Orange as a good place to work 4,21/5 is the candidate experience in France, in the category of companies with over 1,000 employees Since 2011, Orange has GEEIS (Gender Equality European & International Standard) certification in some twenty countries