Job Opportunity as a Senior Major Incident & Escalation Manager in Egypt at Orange Company

Orange offers a job opportunity in Egypt to work as a senior major incident & escalation manager.

Eligibility:

You must have:

• Prior IT support experience; a broad technical knowledge base would be helpful.
• 3 years of ITIL process experience.
• Must be dependable; flexible to changing shifts to ensure proper staff coverage during planned and unplanned absences or special business processing times.
• Ability to work in dynamic and high-pressure situations.
• Strong leadership skills; ability to work largely unsupervised and see tasks through to completion without regular follow-up.
• Excellent verbal/written communication skills; ability to communicate appropriately with all levels of management.
• Solid teamwork & collaboration skills.
• Solid customer facing skills.
• Ability to adapt to different cultures and environments.

Your Responsibilities:

You will be responsible for:

1. Operating and maintaining the incident management process and governance framework.
2. Command high profile major incidents within complex environments engaging internal and external support teams globally.
3. Ensure engagement and focus of relevant resolvers for impact and decision-making purposes.
4. Establishing control of the activities related to the major incident resolution.
5. Ensuring swift creation and proper execution of the major incident restoration and communication plans.
6. Ensuring that contingency options are identified and evaluated.
7. Accountable as a single source delivering clear and accurate communication during all major incidents across the business and technology including senior and exec management levels.
8. Act as the point of escalation for the other members of the major incident restoration team & customer.
9. Own and drive major incident related escalations.
10. Capture all major incident details and update all necessary documents and databases.
11. Collaborate with a variety of technical teams, project managers, and executive leadership to get the right results.
12. Ability to prioritize multiple high priority issues, at any given time, without sacrificing SLA commitments.

About Orange:

Orange is a French multinational telecommunications corporation. It has 266 million customers worldwide and employs 89,000 people in France, and 59,000 elsewhere. It is the tenth-largest mobile network operator in the world and the fourth largest in Europe after Vodafone, Telefónica and VEON. In 2015, the group had a revenue of €40 billion. The company's head office is located in the 15th arrondissement of Paris. The current CEO is Stéphane Richard. The company is a component of the Euro Stoxx 50 stock market index.

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