Job Opportunity in Egypt as a Business Operation Manager at Orange

Orange offers a job opportunity in Egypt as a Business Operation Manager. You will manage customer operations and model of the Telephony building blocks on major outsourcing deals or complex solutions, leveraging as much as possible the standard operating model as well as ensure smooth coordination between operational entities of day2day complex problems or issues (ie change management activity for the customer), acting as virtual teams lead across the TSO/TOC operations in view of outstanding customer experience.

You will be responsible for:

• Key interface between Orange Business units and the TOC for all Operational IPT issues.
• Ensure customer expectation and contractual agreements are met or exceeded through the Services and Support provided by the Operational Technical solution owners.
• Act as a technical escalation point for major customer escalations.

In the areas of:

• Generic operational activities.
• Ensuring the take-over of the solution from Delivery phase through Solution Operational SIGN-OFF: Check the operational model and operations readiness, Network operations integrity and service/solution operability, Deliverable checklist, Review of operational risks.
• Coordination of TOC resources as part of projects/changes affecting the IPT/voice infrastructure and Service; acting a virtual team lead of TOC resources for the customer.
• Represent TOC with other technical groups to ensure compliancy of Quality of Service Parameters and compliancy to Release levels.
• Work with Vendor Management and review vendor SLAs and eventually trigger and manage improvement plans and/or crisis task force if needed.
• Regular solution audit and invoke corrective actions plans if required.
• Act as focal point within the Crisis Management procedure to invoke and initiate technical resolution for high Priority incidents.
• Provide technical support and solutions for high impact and high Severity incidents within the GCS Service Desk and the TSO/TOC Organizations.
• Interface with all Orange Business Units supporting the technology and infrastructure for Incident Management.
• Problem management.
• Provide overall coordination within the Incident/Problem management teams in the Technical support and permanent resolution to chronic issues identified.
• TSO/TOC operational interface to Internal Business units and Vendors to provide robust technical resolutions based on approved design and engineering Guidelines.
• Support CSM in creation and technical validation of Root Cause Analysis reports for major incidents affecting the managed infrastructure, or on major service impact.
• Support analysis of related incidents to identify Trends and root cause with a view of reducing the overall number of daily incidents logged.
• Provide adhoc Reporting on Problem Management to highlight areas of concern.
• Create knowledge base documents and technical Guidelines specific to the customer.
• Availability Management.
• Monitor defined service Level Agreement.
• Monitor and track failure of IPT Adjunct and services within the scope of Service availability.
• Provide technical support on restoration of data and service for IPT Adjunct and Services.
• Coordinate with Service Management and operations teams to ensure regular backups of all IPT systems, regular reporting of compliance with Backup activity for all IPT services, and regular reporting on Availability of IPT Adjuncts and Services.
• Support Release and Change process with concerned responsible (IPT CM, IPT RM, TOC for change execution) to:
• Ensure Release Management process invoked as described within the Enterprise Telephony Service description.
• Interface with Service Management to provide Release Planning.
• Risk assessment, Test Plan and action plan for new releases.
• Testing for new features to be implemented.
• Provide technical support and monitor successful deployment of all new releases.
• Release Management reporting detailing inventory and Release Versions is available.
• Capacity management.
• Provide Technical Support and Assistance to Service Management in invoking corrective actions or the introduction of additional or change in infrastructure.

You must have:

1. Strong experience in Operations.
2. Good knowledge of IP services (IPVPN, LAN access) based on Cisco technologies, and voice signaling protocols plus PBX/voice routing principles.
3. Strong Operational and Customer focus.
4. Excellent knowledge of operation environments.
5. Good ability to understand, analyze and resolve problems quickly.
6. Network and Telecom skills.
7. Project Management skills.
8. Excellent interpersonal and communication skills.
9. Significant communications and IT background, sound knowledge of WAN/LAN internetworking, VPNs, IP technology and other communication protocols, equipment, and technologies.
10. Excellent knowledge of the Operational & Service Delivery processes, and organizations within Orange Business Services or within other industry-related companies.
11. Excellent organizational and planning skills.
12. Decision making ability.
13. Can do attitude and team spirit.
14. Excellent communication and interpersonal skills.
15. Fluent in English.
16. Ability to deal in a multicultural and international environment.

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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