Operations Manager

؜ - ؜القاهرة ؜ -

تفاصيل الوظيفة

Roles and Responsibilities:
* 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


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 ‎1 year related work experience in customer technical support or similar
organizations within telecom or IT industr


additional information


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


department


Customer Services & Operations


contract


Regular

ملخص الوظيفة

  • المُعلن : Orange
  • تاريخ الإعلان : 13/05/2022
  • نوع العمل : -
  • مستوى الخبرة : -
  • المستوى التعليمي : -
  • مكان العمل : القاهرة
  • الراتب : -
  • الهاتف : -

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Language: English