Join us at Orange Business!
We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

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

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 

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  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.

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.


• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).


• Professional Development: training programs and upskilling/re-skilling opportunities.


• Career Growth: Internal growth and mobility opportunities within Orange.


• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.


• Reward Programs: Employee Referral Program, Change Maker Awards.

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status 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 and equal opportunity employer: don't hesitate to tell us about your specific needs.