Lead, Operations

2 weeks ago


مصر, Egypt اورنچ مصر Full time

About the job Lead, Operations - ICT

**Join Orange Egypt as our Lead, Operations - ICT**

Are you ready to take charge of our technical support and incident management operations? At Orange Egypt, we're seeking a proactive and dynamic individual to lead our team in ensuring the smooth functioning of our ICT infrastructure. Here's what you'll be doing:

- **First-Level Support & Incident Management**: You'll be the first point of contact for technical support, handling ticket creation, updates, escalations, and closures with efficiency and professionalism.
- **Proactive Monitoring**: Keep a vigilant eye on our infrastructure devices and services, promptly identifying and addressing any performance issues before they impact our services.
- **Issue Diagnosis and Prevention**: Dive deep into issues, diagnosing them accurately and taking proactive steps to prevent their recurrence, ensuring uninterrupted service delivery.
- **Event Analysis and Response**: Analyze system-generated events, sift through alerts, and prioritize them based on relevance and urgency, ensuring swift incident response.
- **Collaboration and Communication**: Liaise with field engineers and third-party vendors, coordinating resolution efforts seamlessly to minimize downtime.
- **Reporting and Ticket Management**: Take charge of creating, defining, and updating custom ticketing reports and categories, ensuring accurate tracking of issues and timely resolution.

**Technical Skills and Qualifications**:

- 3+ years of experience in a similar role.
- Proficiency in ITSM BMC Remedy.
- Thorough understanding of Incident Management Process and Lifecycle.
- Familiarity with SLA/KPIs.
- Relevant IT certifications or equivalent experience.
- Knowledge of ITIL/ITSM guidelines.
- Understanding of IT Infrastructure & Virtualization concepts.

**This role is based in the New Administrative Capital and operates on a 24/7 schedule.**

Join us in shaping the future of ICT operations at Orange Egypt


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