Job Opportunities in Egypt

Votre rôle

• Lead and Coach: Manage a team of expert and senior Crisis and Problem Managers responsible for crisis/major incident management, problem management, emergency change management, and service improvement for over 600+ IT business applications at Orange Business CTIO.
• Team Development: Set team objectives, manage performance, facilitate training and development, oversee recruitment, and balance workloads to ensure high team efficiency. Ensure culture of resilience and continuous learning within the team, encouraging open communication and collaboration.
• Empowerment: Empower team members to take ownership of their areas of responsibility and encourage them to proactively contribute to crisis and problem resolution.
• OKRs and Reporting: Ensure the achievement of team OKRs with alignment of CTIO strategic objective and provide detailed operational reporting to CTIO top management.
• Continuous Improvement: Lead regular retrospectives and business review events to drive continuous improvement and learning.
• Global Process Ownership: Serve as the Global Process Owner for CTIO Crisis and Problem Management processes, ensuring consistency and effectiveness across CTIO organization.
• Innovation in Crisis and Problem Management: Identify and implement innovative approaches and technologies to enhance the effectiveness of crisis management and problem resolution.
• Agile Leadership: Lead a software development team for web/mobile projects serving 3K+ users and acting as an Agile coach to the team.

• Technical Leadership: Act as the technical leader in resolving IT application and service crises and managing reactive and proactive problem management across diverse application types (OSS, BSS, Enterprise) and architectures (Dev Ops, Cloud, Containers/Kubernetes, API, ESB, load balancers, clusters).
• Process Execution: Execute CTIO Crisis Management and Problem Management processes in alignment with ITIL best practices and Agility.
• Root Cause Analysis: Oversee and review Root Cause Analysis (RCA) efforts, ensuring the implementation of definitive solutions, improvement actions, and the generalization of preventive measures across systems as part of proactive problem management.
• Cross-functional Collaboration: Work closely with Orange France, CIO project teams, monitoring teams, Qo S, CSMs, SDMs, performance management Design Authority, and service desk teams to ensure smooth operations and crisis resolution.
• Stakeholder Communication: Regularly communicate with key stakeholders, including business leaders, to provide updates on crisis resolution, problem management, and service improvement initiatives.
• Service Improvement: Identify and review Service Improvement Plans (SIPs) and Qo S transversal projects to enhance service reliability and performance improvement.
• Reporting and Audits: Lead the creation of weekly IT Qo S reviews and conduct regular audits, providing insights and updates to CTIO top management.
• Change Management: Collaborate with CTIO change management teams to ensure seamless integration of changes during crisis and outside business hours.
• Vendor Coordination: Coordinate with external vendors and third-party service providers during crises to ensure timely resolution and compliance with SLAs.
• Knowledge Management: Supervise and maintain documentation in the knowledge base and Plazza to ensure accurate and up-to-date information is available to all stakeholders.

Votre profil

• University degree in Computer Science, Engineering, or a related field.
• Excellent English language is mandatory, French language is a plus.
• Proven Management and Leadership skills with a strong track record of leading diverse teams.
• Strong coaching and mentoring abilities to develop team members and enhance performance.
• Mandatory experience in people management, with a proven ability to lead teams through complex challenges.
• 10+ years of experience in IT and enterprise applications, with a significant focus in operations.
• Excellent knowledge of ITIL best practices, with a strong focus on crisis and problem management techniques.
• Solid understanding of Agile methodologies (e.g., Scrum, Kanban, SAFe) and project management principles.
• Extensive experience in application support, architecture, and lifecycle management.
• Strong knowledge in Cloud, Containerization (Kubernetes), Operating Systems, and Databases.
• Strong interpersonal skills with excellent verbal and written communication, presentation, listening, data analysis and decision-making abilities.
• Relevant certifications, including ITIL or Agile certifications, and technical certification in at least one domain (Cloud, Dev Ops, Database, or Software Development).
• Kepner-Tregoe certification is a plus for structured problem-solving.

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