Egypte

Orange recruits 01 ESC Process Owner ( Event and config Manager )

Orange recruits 01 ESC Process Owner ( Event and config Manager )

orange

Cairo, Egypte
Informatiques, Télécommunications

ESC Process Owner ( Event and config Manager )
Ref : 563884 | 17 août 2021
Date limite de candidature : 15 nov. 2021
CityStars, Cairo, Égypte – EgypteLeaflet
Votre rôleWithin OBS\CSO\ESC, Process owner works in close relation with DGPO Service Operation (under his functional management) and Stakeholders (Ops, SLM/SIE, Tools, Transversal teams), and is in charge of the Performance and Evolutions of Event and Capacity/Config Management Process.
Key Tasks :
PMO on concerned process managment tools enhancment
You are in charge of any project portfolio within deisgnated process tools enhancment area. The projects are priorized in relation with DGPL and Ops tand tools teams.
 You ensure projects are correctly designed and priorized in regard of Operation stakes and potential ROI and efficent quality are in place.
The projects wiil be priorized to support Business transformation “Go to Cloud”
Performance
You contribute to ESC event Management Dashboards implementation and follow-up with Operational teams and Transversal Teams. You are in charge of checking that Action Plans are followed and up-to-date.
You are in charge of main process KPI definition and description (Label Forms)
The performance reviews are implemented at Line Of Business level (Messaging, Voice, Contact Center, Security, …)
You contribute as main user to maintenance and evolution of reporting tools (Qlikview….)
Audit
You are accountable of ISO Norms proper application and contribute to internal and external ISO certification audits.
Design a fit for purpose process.
Responsible for :
designing the process, and process objectives;while ensuring the integration of key partners/customers processesDefining required tools and rules of usageCoaching and teaching others about process concepts and solutions.providing guidance to Service Operation entities through the aspects of its processAlso ensure with new service and solution the service desk operation and other opetaionl teams readines for that new service, and right intergration of process needs Manage Change and continual improvement of the process.
Responsible for :
Assessing the new services/ changes, before being introduces/ handed over to the operationManaging the interlock with different entities, and processesEnsuring the process aspects are reviewed per service; to confirm the validity of the process for new serviceIdentifying needed workshops and meetings (to collect feedback) as required to design and build Process solutions
Votre profilKnowledge and abilities:
Tenacity, Proactivity and AutonomyCoaching, and leadership skills with virtual teamsCapability to work in a global, changing and multicultural environmentExcellent Interpersonal & Collaboration skills.Good time management, organizational and leadership skillsGood Presentation and Communication skillsITIL Certification is a mustSix sigma, ISO knowledge is a plusProficient English
Education and Experience :Engineering degree in Telecommunication or Equivalent experienceMinimum of 5 years related work experienceSolid understanding of Orange Business Services organization, and solutionsRelevant experience with managing cross-functional (virtual) teamsUnderstanding of corporate governance within complex organizations
Le plus de l’offre
EntitéCustomer Services & Operations
ContratCDIPOSTULER

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