Regular - Operational Manager
Operational Manager
ref :583219 | 10 Apr 2025
apply before : 09 Jul 2025
CityStars, Cairo, Égypte - Egypt
about the role
- Share experience and knowledge within the team by providing day-to-day guidance and
coaching
- Act as the level 1 escalation point for the team
- Responsible with the management to monitor team performance in technical and non�technical aspects throughout the half
- Perform regular analysis of the team’s work through daily reviews in preparation of the team’s
monthly scorecards to be delivered by the 15th of the following month
- Ensure that the team’s work is managed with the appropriate priority and that the load is
rightly distributed among team members on duty
- Owns complex issues in the team and lead improvement plans accordingly
- Lead the technical knowledge and skills enhancement & training plans with the support of the
team seniors
- Engage in crisis management activities and post crisis reviews when needed
- Responsible for leading the newcomers induction through the induction program with the
involvement of other team members
- Responsible for the team’s knowledge management and its regular update
- Responsible for new customers and new services/offers handover to operation along with the
seniors within the team
- Create, validate and update documents created to support the team
- Attend regular meetings with team members, management and other team stakeholders
when needed
- Represent the service desk in regular service reviews with the account team and customer
contacts
- Perform regular analysis on the team KPIs, communicate them to team members and initiate
ways to improve them
- Prepare the roster of the team and perform changes during the month
- Undertake tasks assigned by management
about you
Excellent communication, interpersonal, organizational and presentation skills
- Good leadership and conflict resolution skills
- Good consulting, coaching and problem solving skills
- Ability to demonstrate emotional intelligence and communicate effectively to team members
- Able to work efficiently and independently to meet deadlines
- Able to understand complex customer infrastructure and has a good understanding of
services offered
- Ability to work under pressure and deal with multiple tasks
additional information
Qualifications:
- Bachelor Degree in telecommunication engineering or computer science
- Fluent in English
- Solid knowledge on the technologies supported by the team
- Solid knowledge of the ITIL framework and incident management procedures specifically
within OBS
- Minimum of 2 year related work experience in customer technical support or similar
organizations within telecom or IT industry
department
Global Delivery & Operations
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business
contract
Regular
Only your skills matter
Regardless of your age, gender, origin, religion, sexual orientation, neuroatypia, disability 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: don't hesitate to tell us about your specific needs.
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