Orange recrute 01 Global Incident Manager

orange

Cairo, Egypte

Informatiques, Télécommunications

Global Incident Manager
Ref : 564015 | 07 sept. 2021
Date limite de candidature : 06 déc. 2021
CityStars, Cairo, Égypte – EgypteLeaflet
Votre rôleResponsibilitiesJob Purpose:The Process Manager is responsible to Ensure Consistency of Process Execution through Performance Management activities, while ensuring the Efficiency of Operational model by contributing to the process review, and detecting opportunities for process simplification
Key Tasks:
Provide Linkage between Process Organization and Operations
Accountable for Process Awareness and Execution:Ensure that all process execution activities are carried out as required by providing the appropriate guiding and coaching the operational teams.
Responsible for Process Review:Drive local process reviews, engaging front line staff to assess the suitability and performance of the process and makes recommendations.
Responsible for Process Improvement:Make improvements to the process implementation: following his/her close work with the operational teams, the incident manager should initiate and follow up improvement activities to the operations, like training programs, customer visits or other improvement initiatives
Provide Linkage between the Customer and Operations
Act as a main point of contact for customer escalations and Operational issues.Act as point of contact for the Service Management teamEnsure the compliance of the internal teams and external stakeholders to the COGEnsure Operations Efficiency and Consistency
Responsible for Process Performance Management:Monitor process KPIs continuously to ensure the targets are met, and opportunities for improvement are revealed
Responsible for Customer Experience:Build the corresponding CSI plan based on the NPS results
Contribute to the Assessment of Operations Capabilities
Responsible for Supporting new offers design:Ensure the team(s) readiness to support the offer from technical perspective, sizing and productivity.
Ensure process alignment between different stakeholders
Responsible for Process interlocks and information flow:Collaborate with other process managers, and service management representatives for the smooth running of Services and process
Votre profil-Customer oriented mindset-Coaching and Leadership skills-Ability to work under pressure-Decision making capability in complex situations-Analytical mindset and solution driven-Ability to communicate effectively and producing business reports.-Team spirit and collaborative attitude-Ability to lead and manage meetings and outcomes-Ability to work in Matrix Management mode-University degree in Computer sciences or telecommunications or similar field.-Minimum 3 Years of experience in customer support.-Good knowledge of the Orange Operational environment-Good knowledge of IT Services and offers.-Excellent command of English and French is a plus-ITIL Foundation certification is a must
Le plus de l’offre
EntitéOrange Cloud for Business
ContratCDIPOSTULER