Team Leader

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

• 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

• Excellent communication (oral and written), interpersonal, organizational and presentation skills.
• Flexibility during, public holidays and weekends.
• Undertake any other reasonable task assigned by management.
• People management skills.
• Fluent in English.
• Good consulting and problem-solving skills
• Able to work independently and efficiently to meet deadlines.
• Prompt, responsive, responsible, and friendly approach to customer problems.
• Able to understand complex Customer infrastructure and good understanding of Services proposed by Orange.
• Excellent customer skills and focus are required.
• Ability to work under pressure and multitasking skills are required.
• General knowledge of the technologies the team supporting.
  
  

People Management:

• Will perform as a mentor, leading/ coordinating/ managing several individuals in support of management.
• Provide day-to-day guidance and mentoring to new and existing staff.
• Audit incident performance and provide feedback to team members.
  
  

What We Offer

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional Development: training programs and upskilling/re-skilling opportunities.
• Career Growth: Internal growth and mobility opportunities within Orange.
• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• Reward Programs: Employee Referral Program, Change Maker Awards.
  
  

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.