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incident manager

Coca-Cola HBC

<div>
 
 
 Department:
 
 Enabling Technology, Digital &amp; Technology Platform Services.
 
 
 
 Location:
 
 Cairo, Egypt.
 
 
 
 
 
 The
 
 Incident &amp; Problem Manager
 
 within a Service Integration &amp; Management (SIAM) organization is responsible for managing the end-to-end process of incident and problem management to ensure minimal disruption to business operations. This role aims to swiftly restore normal service operation following incidents, and to proactively identify and resolve problems to prevent recurrence. The Incident &amp; Problem Manager works collaboratively across multiple service providers, ensuring alignment with ITIL v4 and IT4IT best practices to deliver seamless and integrated IT services, reporting to Service Management Platform Manager.
 
 
 
 
 
 
 YOUR KEY RESPONSIBILITIES:
 
 
 
 
 &bull; Incident Management:
 
 
 
 o Coordinate and manage the incident management process end-to-end, ensuring incidents are logged, categorized, prioritized, and resolved within agreed service levels across vendors.
 
 
 o Act as the escalation point for complex multi-vendor incidents and transfer major incidents (IMCR) to Business Continuity team.
 
 
 o Ensure service providers provide timely and accurate communication to stakeholders during incidents, providing regular updates on status and actions taken.
 
 
 o Facilitate incident &amp; problem swarms to ensure smooth x-vendor collaboration on incidents.
 
 
 o Conduct post-incident reviews to identify root causes and corrective actions to prevent recurrence for repetitive incidents.
 
 
 o Monitor and report on incident trends, identifying areas for improvement.
 
 
 
 &bull; Problem Management:
 
 
 
 o Implement and manage the problem management process, ensuring problems are identified, logged, analyzed, and resolved in a timely manner.
 
 
 o Conduct root cause analysis (RCA) for problems, working with cross-functional teams to identify and implement permanent solutions.
 
 
 o Ensure timely maintenance of the Known Error Database (KEDB) and ensure it is up-to-date with known issues and workarounds.
 
 
 o Proactively identify problem trends and patterns, driving continuous improvement initiatives.
 
 
 o Develop and maintain problem management metrics and reports, providing insights to management and stakeholders.
 
 
 
 &bull; Collaboration and Communication:
 
 
 
 o Coordinate multiple service providers within the SIAM ecosystem to ensure cohesive and efficient incident and problem management processes.
 
 
 o Facilitate communication between service providers, ensuring alignment and effective resolution of incidents and problems.
 
 
 o Organize and lead regular incident and problem management reviews with stakeholders.
 
 
 
 &bull; Process Improvement:
 
 
 
 o Continuously improve incident and problem management processes in line with ITIL v4 and IT4IT best practices.
 
 
 o Identify opportunities for automation and optimization within incident and problem management activities.
 
 
 o Analyze data to identify trends, recurring issues, and problem patterns, using these insights to drive informed decision-making and continuous improvement initiatives.
 
 
 o Ensure documentation and knowledge articles are created and maintained for incident and problem management processes.
 
 
 
 &bull; Compliance and Governance:
 
 
 
 o Ensure compliance with organizational policies, standards, and regulatory requirements.
 
 
 o Participate in audits and ensure readiness for compliance checks related to incident and problem management.
 
 
 o Develop and maintain incident and problem management policies, procedures, and standards.
 
 
 
 
 
 
 ARE THESE YOUR SECRET INGREDIENTS?
 
 
 
 &bull; Bachelor's degree in Information Technology, Computer Science, or related field.
 
 
 &bull; ITIL v4 certification required; additional certifications in IT4IT or SIAM are a plus.
 
 
 &bull; Proven experience in incident and problem management within a complex, multi-vendor environment.
 
 
 &bull; Strong understanding of SIAM principles and experience working in a SIAM ecosystem.
 
 
 &bull; Excellent analytical and problem-solving skills, with a keen eye for detail.
 
 
 &bull; Strong leadership and communication skills, with the ability to manage multiple stakeholders.
 
 
 &bull; Experience with IT Service Management (ITSM) tools such as ServiceNow, BMC Remedy, or similar
 
 
 &bull; In-depth knowledge of ITIL v4 and IT4IT best practices.
 
 
 &bull; Strong understanding of incident and problem management processes and techniques.
 
 
 &bull; Proficiency in conducting root cause analysis and implementing corrective actions.
 
 
 &bull; Ability to manage major incidents and lead cross-functional teams under pressure.
 
 
 &bull; Excellent written and verbal communication skills.
 
 
 &bull; Strong collaboration and interpersonal skills, with the ability to work effectively with diverse teams.
 
 
 &bull; Fluent English communication skills (verbal and written), with the ability to interact with stakeholders.
 
 
 
 
 
 
 ABOUT YOUR NEW TEAM:
 
 
 
 We are Coca-Cola Hellenic, a growth-focused consumer goods business and strategic bottling partner of the Coca-Cola Company. We bottle, distribute and sell an unrivalled range of products in 29 markets in Europe, Africa and Eurasia. As we do, we create value for all stakeholders, support socio-economic growth and build a more positive environmental impact.
 
 
 We bring together more than 30,000 people from over 70 nationalities, coming from five continents. The diversity of our markets, from mature to emerging economies, provides a wide range of attractive opportunities for growth.
 
 
 We nurture our talents. We give opportunities to people across all functions and levels, as well as different geographies, backgrounds and education. We are willing to take a risk on the people we believe in, even if they don&rsquo;t have the perfect experience. We have faith in what every person can be.
 
 
 And although we have so much to be proud of, we always stay humble. We believe the real magic happens &ndash; for us and for you &ndash; when we OPEN UP.
 
 
 
 
 
 
 AT COCA-COLA HBC, DIVERSITY HELPS US THRIVE
 
 
 
 At Coca-Cola HBC, we are an inclusive employer that thrives on diversity. This means our environment provides equal opportunities for all, regardless of race, color, religion, age, disability, sexual orientation, or gender identity. Join us in nurturing a culture where everyone belongs and contributes to our collective success.
 
</div>

Incident and Problem Management Leader (Maternity Cover)

TrendAI

<div>
 
 When you join Trend, you become part of a unique and diverse global family and you get to work towards a world safe for exchanging digital information.
 
 
 
 
 About Trend Micro
 
 
 
 Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, global threat research, and continuous innovation, Trend Micro's cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints. As a leader in cloud and enterprise cybersecurity, the platform delivers a powerful range of advanced threat defense techniques optimized for environments like AWS, Microsoft, and Google, and central visibility for better, faster detection and response. With 7,000 employees across 65 countries, Trend Micro enables organizations to simplify and secure their connected world. For additional information, visit www.trendmicro.com
 
 
 
 Position Overview
 
 
 
 The Incident Response Coordinator with Egypt serves as the central point of contact between Trend Micro&rsquo;s IR team, internal stakeholders, and customers, ensuring smooth execution and successful outcomes of incident response engagements through effective coordination and communication.
 
 
 
 Primary Responsibilities
 
 
 
 <ul>
 <li>
 Relationship Management: Establish and maintain strong relationships with key stakeholders including customers, sales, partners, and technical teams.
 </li>
 <li>
 Incident Management: Supporting the management of cyber incidents through the incident response lifecycle act as a liaison between Trend Micro IR Analysts and other stakeholders
 </li>
 <li>
 Coordinate Engagement Scoping: Develop a deep understanding of customers&rsquo; goals and outcomes to address their operational and security requirements and draft an engagement scope of work
 </li>
 <li>
 Resource Alignment: Coordinate and allocate appropriate resources and subject matter experts based on case requirements.
 </li>
 <li>
 Case Tracking: Monitor IR case progress and ensure timely task completion by IR analysts; draft summaries of ongoing operations and be able to provide oral updates/presentations for various levels of leadership.
 </li>
 <li>
 Information Gathering: Collect incident details, symptoms, remediation options, and associated risks to support stakeholder communication.
 </li>
 <li>
 Transition Management: Oversee the handoff of customers to standard support operations upon completion of IR engagement and delivery of the final report.
 </li>
 <li>
 Post-Incident Review: Lead post-incident review meetings and determine the necessity of post-mortems collaborating with Business Unit teams to design and implement long-term security solutions that enhance customer protection and support business growth
 </li>
 <li>
 Opportunities Support and Tracking: Support and track IR services relevant opportunities and documenting IR engagements and activities and present it
 
 
 </li>
 </ul>
 
 Required Experience
 
 
 
 <ul>
 <li>
 Bachelor's degree in digital Forensics, Cybersecurity, Computer Engineering, Computer Science, Telecommunications/Electronics Engineering, Information Technology, or equivalent relevant professional certifications.
 </li>
 <li>
 Minimum 5 years of experience in IT or Cybersecurity-related roles.
 </li>
 <li>
 Fluent in Arabic and English (written and spoken).
 </li>
 <li>
 At least 3 years of experience in a customer interfacing role presenting technical information to both technical and non-technical audiences.
 </li>
 <li>
 Familiarity with DFIR processes and ability to absorb technical cybersecurity information.
 </li>
 <li>
 Basic knowledge in one or more cybersecurity domains.
 </li>
 <li>
 Based in or willing to relocate to Cairo, Egypt.
 
 
 </li>
 </ul>
 
 Preferred Experience
 
 
 
 <ul>
 <li>
 Experience in a similar role within a cybersecurity vendor or DFIR provider.
 </li>
 <li>
 Hands-on experience in DFIR-related roles.
 </li>
 <li>
 Experience in presales or business development, preferably in cybersecurity services.
 </li>
 <li>
 Experience in IT project management, especially security-related projects.
 </li>
 <li>
 Exposure to escalation management, customer success, technical account management, or people management.
 </li>
 <li>
 Experience creating/drafting cybersecurity service content and/or contracts.
 </li>
 <li>
 Certifications such as GCIL, CISSP, CISM, PMP, PRINCE2, GCIH
 </li>
 <li>
 Familiarity with Trend Micro products
 </li>
 <li>
 Fluency in French or Turkish.
 
 
 </li>
 </ul>
 Trend Micro strive to build an environment of equity and inclusion, which reflects diverse points of view. We welcome, value, promote, and celebrate diversity - the very experiences and attributes that make us who we are, including but not limited to race, ethnicity, nationality, gender, gender identification, sexual orientation, level of ability, age, religion, veteran status, socio-economic status, and political philosophy.
 
 
 We embrace change, empower people, and encourage innovation. Join Trend Micro and Thrive with us.
 
 
</div>

Incident Response Coordinator

Capgemini

<div>
 
 About Capgemini
 
 
 
 Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 350,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of &euro;22 billion.
 
 
 
 Role Description
 
 
 
 Our Cyber Defense Unit is expanding, and we are looking for a talented Security Analyst to join our Incident Management &amp; Response (IMR) team. You will lead the lifecycle of major cybersecurity incidents, from identification through containment, eradication, and recovery, while coordinating with technical teams and executive stakeholders to ensure a timely and effective response.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Lead and coordinate end-to-end cybersecurity incident response activities, ensuring incidents are fully resolved and lessons learned are documented.
 </li>
 <li>
 Manage escalations from L1 and L2 SOC analysts and CISO teams, including complex or specialist investigations.
 </li>
 <li>
 Act as the primary point of contact for Group-level cyber incidents, collaborating closely with both analyst teams and executive stakeholders.
 </li>
 <li>
 Deliver clear, concise status updates for stakeholders at all levels.
 </li>
 <li>
 Prepare comprehensive incident reports tailored to both technical and non-technical audiences.
 </li>
 <li>
 Interpret and present technical cybersecurity subjects to executives.
 </li>
 <li>
 Conduct in-depth technical investigations using SIEM, HIPS/NIPS, EDR/AV, UBEA, and other monitoring tools.
 </li>
 <li>
 Perform threat and vulnerability analysis and provide advisory services to CISO teams and internal stakeholders.
 </li>
 <li>
 Provide oversight for specialized investigations such as digital forensics and investigative interviews, ensuring alignment with standards and legislation.
 </li>
 <li>
 Define, improve, and support incident response processes, playbooks, and methodologies.
 </li>
 <li>
 Contribute to audit support and maintain documentation.
 </li>
 <li>
 Provide regular metrics, reports, and trend analysis across weekly and monthly cycles.
 </li>
 <li>
 Analyze and improve the effectiveness of existing use cases.
 </li>
 <li>
 Develop and deliver documentation, knowledge articles, and visual materials.
 </li>
 <li>
 Support lessons learned sessions and contribute to improving the Cyber Defense Unit&rsquo;s maturity.
 </li>
 <li>
 Stay current on emerging threats, technologies, and regulatory changes.
 </li>
 <li>
 you may participate in: User awareness campaigns, Phishing simulations, Vulnerability management, Cyber-scenario exercises, Security assurance activities
 
 
 </li>
 </ul>
 
 Experience &amp; Qualifications
 
 
 
 <ul>
 <li>
 3+ years in Information Security or related fields.
 </li>
 <li>
 Incident management certifications such as CCIM, GCIH.
 </li>
 <li>
 Technical certifications such as GCFA, CHFI, CFCE.
 </li>
 <li>
 Vendor certifications such as CrowdStrike Falcon Responder, Splunk Cybersecurity Defense Analyst, EnCE.
 </li>
 <li>
 Experience with ITIL frameworks.
 </li>
 <li>
 Technical background in computing, networks, or programming.
 </li>
 <li>
 Familiarity with risk and control frameworks (e.g., NIST IR lifecycle, Cyber Kill Chain).
 </li>
 <li>
 Industry-recognized certifications such as CISSP or CISM.
 </li>
 <li>
 Proven experience handling cybersecurity incidents and risk management.
 </li>
 <li>
 Strong written and verbal communication skills in English.
 </li>
 <li>
 Experience in digital forensics, threat hunting, or enterprise‑scale incident response.
 </li>
 <li>
 Ability to manage multiple priorities in fast‑paced environments.
 </li>
 <li>
 Hands-on experience with SOC monitoring and intrusion detection tools (e.g., CrowdStrike, Splunk ES, VirusTotal Enterprise).
 </li>
 <li>
 Broad understanding of the cybersecurity threat landscape.
 </li>
 <li>
 Solid grasp of IT and security methodologies and technologies.
 
 
 </li>
 </ul>
 Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you&rsquo;d like, where you&rsquo;ll be supported and inspired by a collaborative community of colleagues around the world, and where you&rsquo;ll be able to reimagine what&rsquo;s possible. Join us and help the world&rsquo;s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
 
 
 Get the future you want | www.capgemini.com
</div>

SOC IMR Analyst

Orange Business

<div>
 
 About Us
 
 
 
 Join us at Orange Business!
 
 
 We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
 
 
 Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
 
 
 
 About The Role
 
 
 
 <ul>
 <li>
 Act as level 1 escalation and engage crises management process if needed on that level.
 </li>
 <li>
 Work with management on team training plan.
 </li>
 <li>
 Work with management on service acceptance.
 </li>
 <li>
 Work with management on incident auditing for team members.
 </li>
 <li>
 Work on preparing Rosters for the team and handle changes through the month.
 </li>
 <li>
 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.
 </li>
 <li>
 Liaise and refer issues to correct/relevant resolution entities and other vendors as appropriate.
 </li>
 <li>
 Build relationships with peer and management levels .
 </li>
 <li>
 Follow up on the team KPIs analysis and communicate to the team members ways to improve it.
 </li>
 <li>
 Follow up on chronic and complex problems/incidents and drive those incidents for quick and efficient solution.
 </li>
 <li>
 Determination to process tasks according to predefined processes, ensure awareness &amp; follow up among the team members is essential.
 </li>
 <li>
 Provide technical assistance to the customer service management organization for the creation of the Root Cause analysis (RCA).
 </li>
 <li>
 Lead communication in complex situations with internal and external stakeholders.
 </li>
 <li>
 Undertake any other reasonable task assigned by management.
 
 
 </li>
 </ul>
 
 About You
 
 
 
 <ul>
 <li>
 Excellent communication (oral and written), interpersonal, organizational and presentation skills.
 </li>
 <li>
 Flexibility during, public holidays and weekends.
 </li>
 <li>
 Undertake any other reasonable task assigned by management.
 </li>
 <li>
 People management skills.
 </li>
 <li>
 Fluent in English.
 </li>
 <li>
 Good consulting and problem-solving skills
 </li>
 <li>
 Able to work independently and efficiently to meet deadlines.
 </li>
 <li>
 Prompt, responsive, responsible, and friendly approach to customer problems.
 </li>
 <li>
 Able to understand complex Customer infrastructure and good understanding of Services proposed by Orange.
 </li>
 <li>
 Excellent customer skills and focus are required.
 </li>
 <li>
 Ability to work under pressure and multitasking skills are required.
 </li>
 <li>
 General knowledge of the technologies the team supporting.
 
 
 </li>
 </ul>
 People Management:
 
 
 <ul>
 <li>
 Will perform as a mentor, leading/ coordinating/ managing several individuals in support of management.
 </li>
 <li>
 Provide day-to-day guidance and mentoring to new and existing staff.
 </li>
 <li>
 Audit incident performance and provide feedback to team members.
 
 
 </li>
 </ul>
 
 What We Offer
 
 
 
 <ul>
 <li>
 Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
 </li>
 <li>
 Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
 </li>
 <li>
 Professional Development: training programs and upskilling/re-skilling opportunities.
 </li>
 <li>
 Career Growth: Internal growth and mobility opportunities within Orange.
 </li>
 <li>
 Caring and Daring Culture: Health and well-being programs and benefits, diversity &amp; inclusion initiatives, CSR and employee connect events.
 </li>
 <li>
 Reward Programs: Employee Referral Program, Change Maker Awards.
 
 
 </li>
 </ul>
 
 Only Your Skills Matter
 
 
 
 Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.
</div>

Team Leader

Banque Misr

<div>
 
 
 Requirements:
 
 
 <ul>
 <li>
 Bachelor's degree in IT, computer science, business administration or a related field. Master degree is advantageous
 </li>
 <li>
 +1 Years experience in IT risk management or a related role
 </li>
 <li>
 Familiarity with IT infrastructure, systems, and data protection concepts
 </li>
 <li>
 Excellent analytical and problem-solving skills
 </li>
 <li>
 Strong communication and interpersonal skills
 </li>
 </ul>
 
 
 Core Responsibilities:
 
 
 <ul>
 <li>
 Receive and analyze incident reports
 </li>
 <li>
 Conduct root cause analysis and close incidents
 </li>
 <li>
 Ensure high availability for each application related to the ORM incident, including disaster recovery, business impact analysis, recovery point objectives, and recovery time objectives
 </li>
 <li>
 Provide guidance and support in control remediation efforts.
 </li>
 <li>
 Supporting the implementation of IT resilience strategy aligned with business objectives.
 </li>
 <li>
 Define resilience objectives, key performance indicators, and incident response plans.
 </li>
 <li>
 Collaborate with business units to integrate IT resilience into the organization's business continuity management framework.
 </li>
 <li>
 Establish monitoring processes to track the resilience of IT systems and services.
 </li>
 <li>
 Promote awareness of potential risks and the importance of preparedness.
 </li>
 <li>
 Stay updated on emerging technologies, industry trends, and best practices in IT resilience and disaster recovery.
 </li>
 </ul>
</div>

IT ORM Incident Officer

<div>
 
 About Us
 
 
 
 Join us at Orange Business!
 
 
 We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
 
 
 Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
 
 
 
 Responsibilities
 
 
 
 
 About the role
 
 
 
 <ul>
 <li>
 Telephone support and/or shift hours mandatory
 </li>
 <li>
 Provide timely and professional technical support for all IT incidents received by phone or through the web self-service tool.
 </li>
 <li>
 Respond to all escalations in a timely manner in line with the Incident Handling Policy.
 </li>
 <li>
 Provide updates to the customers per the Incident Handling guidelines. Updates include managing updates notifications, Email and Telephone communication.
 </li>
 <li>
 Diagnose incidents utilizing administration tools or remote-control utilities to troubleshoot PC, operating system, or system incidents
 </li>
 <li>
 Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
 </li>
 <li>
 Perform technical escalations in line with Incident Handling policy
 </li>
 <li>
 Ensure incidents are routed to the proper next level/organization as part of the incident management process
 </li>
 <li>
 Liaise with other relevant departments. e.g. Office IT, Infrastructure, Security, Data Center, etc. to ensure all incidents are managed properly.
 </li>
 <li>
 Maintain a good degree of technical knowledge of all Orange Business Services IT services and applications.
 </li>
 <li>
 Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support.
 </li>
 <li>
 To resolve by himself/herself most of the incidents relevant to the scope of expertise.
 </li>
 <li>
 Undertake any other reasonable task as assigned
 
 
 </li>
 </ul>
 
 About You
 
 
 
 <ul>
 <li>
 French speaker
 </li>
 <li>
 Customer Service oriented, customer focused with good customer service skills.
 </li>
 <li>
 Ability to multitask.
 </li>
 <li>
 Good PC troubleshooting background
 </li>
 <li>
 Good troubleshooting logic to isolate the fault.
 </li>
 <li>
 At least one formal technical qualification related to Office IT, infrastructure, OS, Data Base
 </li>
 <li>
 Fluent in spoken and written English and French is a plus.
 </li>
 <li>
 Teamwork, Simplicity, Agility, Flexibility, Adaptability, result driven and Autonomous
 </li>
 <li>
 Good communication skills and multi culture understanding.
 </li>
 <li>
 Prioritization and time management
 
 
 </li>
 </ul>
 You bring passion, energy, taste for exploration and adaptability. You seek the opportunity to expand your knowledge and develop new skills.
 
 
 
 What We Offer
 
 
 
 <ul>
 <li>
 Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
 </li>
 <li>
 Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
 </li>
 <li>
 Professional Development: training programs and upskilling/re-skilling opportunities.
 </li>
 <li>
 Career Growth: Internal growth and mobility opportunities within Orange.
 </li>
 <li>
 Caring and Daring Culture: Health and well-being programs and benefits, diversity &amp; inclusion initiatives, CSR and employee connect events.
 </li>
 <li>
 Reward Programs: Employee Referral Program, Change Maker Awards.
 
 
 </li>
 </ul>
 
 Only Your Skills Matter
 
 
 
 Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.
</div>

IT Service Desk Engineer

<div>
 
 About Us
 
 
 
 Join us at Orange Business!
 
 
 We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
 
 
 Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
 
 
 
 About The Role
 
 
 
 To provide support through the Service Excellence Process to GDO Customers:
 
 
 1- Processing Customers calls/inquiries.
 
 
 2- Incident Management.
 
 
 3- Change Management.
 
 
 4- Ensuring a professional and consistent delivery of quality services to our customers.
 
 
 5- Will act as a professional first point of contact for the customer.
 
 
 6- Accurately log all incidents/changes in a timely and effective manner.
 
 
 7- Diagnose fault-related cases both proactively and reactively by effectively utilizing software diagnostics and other network/products utility program whenever possible.
 
 
 8- Provide continual updates to the Customer and use internal escalation process when necessary in order to meet contractual and performance objectives.
 
 
 9- Coordinate with all the necessary internal departments or vendors to achieve fault resolution within SLAs.
 
 
 10- Own/Resolve the incidents/changes from creation to resolution.
 
 
 11- Document all troubleshooting and incident management actions via the ticketing systems.
 
 
 
 About You
 
 
 
 1- Excellent interpersonal and communication skills.
 
 
 2- Willingness to learn complex customer infrastructure and understand services delivered by Orange Business.
 
 
 3- Willingness to develop technically.
 
 
 3- Friendly &amp; ready to work within a team.
 
 
 
 4- Excellent Customer Skills Are Required.
 
 
 
 5- Customer oriented.
 
 
 6- Objective/Goal oriented.
 
 
 7- Problem solving skills and ability to absorb customer heat.
 
 
 8- Ability to work in a dynamic environment with rapid changes.
 
 
 9- Excellent Multitasking skills.
 
 
 10- CCNA certificate is a huge plus.
 
 
 11- Preferred to have knowledge in any on the below:
 
 
 a- SDWAN technology
 
 
 b- Zscaler technology
 
 
 c- Advanced Routing &amp; Switching
 
 
 d- LAN technologies
 
 
 e- Network Security technologies
 
 
 12- English fluency is a must, French fluency is a huge plus. Educational background and Professional Experience:
 
 
 1- Bachelor of Sceinces in Engineering, Telecommunications or Computer Science.
 
 
 2- (0 -2) years of experience in similar scope.
 
 
 
 What We Offer
 
 
 
 <ul>
 <li>
 Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
 </li>
 <li>
 Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
 </li>
 <li>
 Professional Development: training programs and upskilling/re-skilling opportunities.
 </li>
 <li>
 Career Growth: Internal growth and mobility opportunities within Orange.
 </li>
 <li>
 Caring and Daring Culture: Health and well-being programs and benefits, diversity &amp; inclusion initiatives, CSR and employee connect events.
 </li>
 <li>
 Reward Programs: Employee Referral Program, Change Maker Awards.
 
 
 </li>
 </ul>
 
 Only Your Skills Matter
 
 
 
 NA
</div>

Service Desk Engineer

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