Job Opportunity in Egypt as a Senior Technical Account Manager at Orange

Orange offers a job opportunity in Egypt as a Senior Technical Account Manager.

You will be responsible for:

• Presents ESC UCC organization for the Cloud Voice Tenant Management service including Microsoft Teams Direct Routing, aka Flex365 service.
• Handles day-to-day operational aspects of the service, which includes guiding L2 support teams on troubleshooting, investigations, and crisis management situations, as well as Change/Release/Event Management.
• Point of contact for Customer Service Manager and customer to help and support on the service dimensions and processes.
• Contribute in the hand-over to operations (HOTO) activities from BUILD to RUN and can provide GO or NO GO on your customer new, modified, or retired services.
• Contribute and assist ESC Pre-Sales team in the customer digital transformation journey by encouraging and convincing the clients to subscribe in full Cloud Tenant Managed service to be supported by OBS.
• Review and assess the service impact by continuously monitoring Microsoft service via MessageCenter Major Change Update notifications.
• Perform audits on SelfCare portal Flex365 regarding user provisioning reports.
• Manage access requests to the SelfCare portal.
• Technical writing and documentations.
• Contribute in Root Cause Analysis (RCA) to support CSM in the delivery of RCA reports to the customer.
• Service internal reviews with SPD/ESC Engineering, and Microsoft announcements.
• Work with Direct Routing Service Delivery Manager (SDM) to report on the service capacity management.
• Ensure proper proactive monitoring of the service for proper quality of service and mitigate service outages.

You must have:

• Communicate and manage CSM and customer relationship.
• Leadership and crisis management skills.
• Good negotiation skills.
• Good coacher and mentoring to lead L2 teams.
• Ability to delegate.
• Pro-active approach to work.
• Good communication (written and spoken) skills.
• Team player.
• At least B2 English language proficiency with fluent communications (French is a plus).

Technical Skills & Certifications:

• Bachelor’s degree in computer science, engineering, or equivalent with minimum of 5 to 6 years of experience on Microsoft UC domains.
• Basic knowledge and understanding of Voice gateways like Ribbon and AudioCodes.
• Basic knowledge of Voice and SIP protocols and telephony networks.
• Microsoft unified communications platform experience and especially Microsoft Teams and Microsoft 365 online services.
• Foundational and intermediate knowledge of Network and Security with basic troubleshooting skills on those technologies.
• Certification on one of Microsoft 365 platform of services (MS TEAMS – Azure Cloud – AWS).
• PMP certification is preferred.

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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