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hace 4 semanas
Lead, Operations – ICT Join Orange Egypt as our Lead, Operations – ICT Are you ready to take charge of our technical support and incident management operations? At Orange Egypt, we’re seeking a proactive and dynamic individual to lead our team in ensuring the smooth functioning of our ICT infrastructure. Responsibilities First‑Level Support & Incident Management: You’ll be the first point of contact for technical support, handling ticket creation, updates, escalations, and closures with efficiency and professionalism. Proactive Monitoring: Keep a vigilant eye on our infrastructure devices and services, promptly identifying and addressing any performance issues before they impact our services. Issue Diagnosis and Prevention: Dive deep into issues, diagnosing them accurately and taking proactive steps to prevent their recurrence, ensuring uninterrupted service delivery. Event Analysis and Response: Analyze system‑generated events, sift through alerts, and prioritize them based on relevance and urgency, ensuring swift incident response. Collaboration and Communication: Liaise with field engineers and third‑party vendors, coordinating resolution efforts seamlessly to minimize downtime. Reporting and Ticket Management: Take charge of creating, defining, and updating custom ticketing reports and categories, ensuring accurate tracking of issues and timely resolution. Qualifications and Technical Skills 3+ years of experience in a similar role. Proficiency in ITSM BMC Remedy. Thorough understanding of Incident Management Process and Lifecycle. Familiarity with SLA/KPIs. Relevant IT certifications or equivalent experience. Knowledge of ITIL/ITSM guidelines. Understanding of IT Infrastructure & Virtualization concepts. This role is based in the New Administrative Capital and operates on a 24/7 schedule. 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