Business Talk Global - Technical Lead/Escalation Manager | Jobs in Cairo, Egypt by Orange | Apply Now

JOB DESCRIPTION / ROLE

Employment: Full Time

About the role

- Intervene in any escalated incident and outage providing clear actions for resolution on behalf of the incident management team in a timely manner.
- Provide continuous guidance and knowledge transfer for team members
- Analyze team's progress and spot any weak areas and accordingly design training for the team.
- Perform ticket audit to ensure all incidents are on track.
- Full awareness of any historical escalated incident, change or migration.
- Provide necessary reports for management, internal entities and customers.
- Communicate regularly and align with implementation, service management and engineering/design teams.
- Provide direct guidance to the teams during day to day operations, to ensure quality of update and direct the investigation.
- Ensure that BTG knowledge is well documented.
- Design convergence program for L1 teams or other concerned teams.
- Act as a team leader and initiate/contribute team building activities.
- Take part in projects led by Account/Project/Consultant teams.
- Any other tasks or projects relevant to job as assigned by the team managers.

Requirements:

Education/Certification:
- Engineering, Computer Sciences or Telecommunications degree.
- CCNP voice or equivalent experience is a plus.

Experience :
- More than 6 years operational experience in Voice.
- If candidate has Switched Voice background, she/he needs to be qualified in switched voice product suites.
- Good knowledge of Voice protocols (H.323, SIP , SS7, ISDN), RTP, codecs.
- Experience in Telecom, PSTN, Core network or Core Switching.
- Good knowledge of SBC, Media Gateways, Voice Gateways.
- If candidate has background in Microsoft, then she/he needs to be qualified in Microsoft Telephony product suites (voice domain).
- Experience in Microsoft TEAMS .
- Experience with Microsoft partners such as Ribbon (Sonus), Audiocodes is a plus

Professional skills:
- Customer oriented.
- Business focused & target achiever.
- Good interpersonal and communication.
- Good time management.
- Conflict management.
- Ability to work under pressure.
- Problem solving & logical thinking.
- Team player.
- English language proficiency is a must.

Department
Global Delivery & Operations

Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

ABOUT THE COMPANY

Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.

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