Team Leader
3 weeks ago
**About the role**:
- Act as level 1 escalation and engage crises management process if needed on that level.
- Work with management on team training plan.
- Work with management on service acceptance.
- Work with management on incident auditing for team members.
- Work on preparing Rosters for the team and handle changes through the month.
- Ensure incidents are allocated to the most appropriate next step as part of the incident flow process and perform technical escalations in line with company procedures.
- Liaise and refer issues to correct/relevant resolution entities and other vendors as appropriate.
- Build relationships with peer and management levels.
- Follow up on the team KPIs analysis and communicate to the team members ways to improve it.
- Follow up on chronic and complex problems/incidents and drive those incidents for quick and efficient solution.
- Determination to process tasks according to predefined processes, ensure awareness & follow up among the team members is essential.
- Provide technical assistance to the customer service management organization for the creation of the Root Cause analysis (RCA).
- Lead communication in complex situations with internal and external stakeholders.
- Undertake any other reasonable task assigned by management
**About you**:
- Excellent communication (oral and written), interpersonal, organizational and presentation skills.
- Flexibility during, public holidays and weekends.
- Undertake any other reasonable task assigned by management.
- People management skills.
- Fluent in English.
- Good consulting and problem-solving skills
- Able to work independently and efficiently to meet deadlines.
- Prompt, responsive, responsible and friendly approach to customer problems.
- Able to understand complex Customer infrastructure and good understanding of Services proposed by Orange.
- Excellent customer skills and focus are required.
- Ability to work under pressure and multitasking skills are required.
- General knowledge of the technologies the team supporting.
- Will perform as a mentor, leading/ coordinating/ managing a number of individuals in support of management
- Provide day-to-day guidance and mentoring to new and existing staff.
**Additional information**:
Educational background and Professional Experience:
- Bachelor Degree in Telecommunication Engineering, or Computer science (or other equivalent and related degree).
- Solid virtual team management experience.
- Good level of practiced technical knowledge.
**Department**:
Global Delivery & Operations
Orange Business Services 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
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