Jobs in Egypt - Senior Major Incident & Escalation Manager at Orange

Senior Major Incident & Escalation Manager at Orange

Location: Nasr City

Job Description:

Operating and maintaining the Incident management process and governance framework.
Command high profile major incidents within complex environments engaging internal and external support teams globally.
Ensure engagement and focus of relevant resolvers for impact and decision making purposes.
Establishing control of the activities related to the Major Incident resolution.
Ensuring swift creation and proper execution of the Major Incident Restoration and Communication plans.
Ensuring that contingency options are identified and evaluated.
Accountable as single source delivering clear and accurate communication during all major incident across the business and technology including senior and exec management levels.
Act as the point of escalation for the other members of the Major Incident Restoration Team & Customer.
Own and drive Major Incident related escalations.
capture all Major Incident details and update all necessary documents and databases.
Collaborate with a variety of technical teams, project managers, and executive leadership to get the right results.
Ability to prioritize multiple high priority issues, at any given time, without sacrificing SLA commitments.

Job Requirements:

Education:

Must have prior IT support experience; broad technical knowledge base would be helpful.

Relevant Experience:

Technical Knowledge/ Skills/ Training required:

Must be reliable and dependable; flexible to changing shifts to ensure proper staff coverage during planned and unplanned absences or special business processing times.
Ability to work in dynamic and high pressure situations.
Strong leadership skills; ability to work largely unsupervised and see tasks through to completion without regular follow-up.
Excellent verbal/written communication skills; ability to communicate appropriately with all levels of management.
Solid teamwork & collaboration skills,
Solid Customer facing skills.
Ability to adapt to different cultures and environments.
like working in teams, transversally, and in project mode.

To Apply:
https://orange.jobs/jobs/offer.do?joid=89859&lang=EN

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