Operation Lead
1 week 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**:
- proven working experience in public cloud platforms (Azure, AWS,..)
- Proven working experience in installing, configuring and troubleshooting Windows, UNIX/Linux based environments.
- Solid virtualization experience, preferably in Vmware
- Excellent Command of English Language
- French Language is a **plus**:
- Excellent interpersonal & communication skills
- Good time management, and organizational skills
- Customer Oriented Attitude
- Ability to work under pressure.
- Proactive and self-motivated
- Good analytical and problem-solving skill
- Team Spirit
- Ability to work on out of business hours, based on customer requests
**Additional information**:
- Educational background:
- Computer, Communication or Electronics MIS, B.Sc. or B.Eng. Degree.
- SoftSkill/Business Courses & Certification (time management, negotiation/communication skills...) are recommended.
- Professional Experience:
- At least 3 to 4 years of backup technical experience in products like (Networker, Datadomain,).
**Department**:
Orange Cloud for Business
**Contract**:
Regular
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