Operations Manager
4 months ago
**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
L’ambition d’Orange Business est de devenir l’intégrateur réseaux et numérique de référence en Europe, en nous appuyant sur nos forces autour des solutions de connectivité nouvelle génération, du cloud et de la cybersécurité.
Nos 30 000 femmes et hommes présents dans 65 pays, dont chaque voix compte, sont tous animés par la même détermination et le même esprit d’équipe, pour construire les solutions digitales d’aujourd’hui et de demain et créer un impact positif pour nos clients, pour leurs salariés et pour la planète.
Nous offrons des opportunités passionnantes grâce à des projets innovants dans la data et le digital, le cloud, l’IA, la cybersécurité, l’IoT, ou encore le digital workspace et le big data.
- Venez vivre cette aventure avec nous
**Contract**:
Regular
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