Operational Manager Network L1 - AL

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.

RESPONSIBILITIES

Operations Management to ensure the smooth running of daily operational requirements.
People Management including motivating team members towards a common goal and planning follow up and evaluation of team members performance objectives.
Performance Management i.e. aligning operations KPIs towards company’s objectives.
Interface Management including customers and internal and external entities and partners.
To act as an operational point of contact on support service for customer/global business owner contacts.
To ensure excellent customer service at all point in time while interfacing with customers/ global business owners.
To ensure excellent quality of service as per SLAs for customer and KPIs for LoB.
To work with team members to provide support and assistance to team members in their daily work.
To plan roster for 24/7 N1 engineers.
Overall description: 
Key Tasks and Responsibilities:

OPERATIONS MANAGEMENT
Implement KPI to monitor activity.
Implement dashboard to follow-up on KPI’s.
Analyse trends and derive relevant action plans to correct or improve low performance.
Ensure process are followed through regular audits and analysis.
Report promptly on escalations and negative trends to management.
Propose solutions to prevent mistakes.
Adopt a continuous improvement mindset (inspired through LEAN / Six Sigma methodologies).
Enforce SLA adherence and culture within the team.
Conduct debriefs and weekly meetings with team and participate in team brief.

PEOPLE MANAGEMENT

Implement an individual performance management system based upon fair and equal indicators.
Plan roster and leaves according to business needs and urgencies.
Motivate team members to promote team cohesion and transparency.
Reward and recognize team member’s efforts and good work.
Implement action plans to close gap between low and high performers.
Develop team members to ensure skills levels match both current and future operational and customer requirements.
Performance Management
Implement required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews (case audits) and provide a continuous service improvement.
ensure adherence to company policy procedures & processes.
Ensure all reporting is done in a timely manner and provide new means of measuring employee occupancy and performance.
Implementation of strategies and processes to ensure employee satisfaction.
Conduct employee performance reviews in accordance with company policy.
Interface Management
Establish regular meetings with Global Process Owners and relevant stakeholders.
Manage escalations by keeping all stakeholders in the loop regarding actions being carried out.
Participate actively in all transverse projects at MSC level.
Participate regularly and actively in all management and process meetings.
Establish new relationships with global and local team members when business requirements dictate the need.

Bsc Computing, IT, or any related field. 

3 or more years of working experience in the field of IT

Certification like: CCNA, CCNP, NSE 4, etc.. 

You bring open mindedness, ability to handle pressure, leading with courage and empathy, assertiveness and communicate effectively.

• 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.