Operations Manager (IoT)
- Antananarivo, Analamanga
- CDI
- Temps-plein
Lead by example, motivate and manage the Incident/Monitoring Management team comprising of analysts and specialists, to ensure compliance to KPI's and customer satisfaction.
To facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels agreements and business priorities.
Close follow-up of activity by ensuring calls are answered in a timely manner, minimise abandoned calls, maximise 'once and done', enhance customer satisfaction.
Close follow-up of activity by ensuring all incidents/inquiries are analysed, processed and resolved or sent to appropriate next level of support in a timely and effective manner.
First point of contact for escalations, manage escalations and ensure that they are dealt with in a timely manner.
Development of staff to ensure skills levels match both current and future operational and customer requirements.
Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews (call and case audits) and provide a continuous service improvement.
Responsibility to ensure adherence to company policy procedures & processes.
Ensure all reporting is done in a timely manner and provide new means of measuring employee occupancy and performance.
Ensure integrity of data in reports and dashboards.
Implementation of strategies (company's, higher management and own), and processes to ensure employee satisfaction.
Conduct employee performance reviews in accordance with company policy.
Conduct debriefs and weekly meetings with team and participate actively in LOB meetings.
Participate actively in new projects implementation and deployment.
Contribute and participate actively in the governance calls with the Customer and stakeholders.Team roster and transport planning which addresses both business and team's needs.Capacity planning and resource productivity management.Sourcing and Recruitment in a timely manner.Provide input into process and procedure for increasing reliability, reducing procedural errors and managing change within the network.Create and maintain training material for Service Desk Engineers & technicians. Responsible for accuracy of documentation/processes, including, but not limited to, inventories and diagrams.Manage multiple concurrent interdisciplinary projects and ability to work in teams.Responsible for building, running and continuously improving the end-to-end delivery model.Accountable for Service Improvement Plans implementation towards the desk and orchestrate Crisis management.Responsible for Quality of Service and SLAs.Oversee day to day desk operations, escalations, ticketing and communications with all customers/partners.Close follow-up of activity by ensuring all incidents/inquiries are analysed, processed and resolved or sent to appropriate next level of support in a timely and effective manner.First point of contact for escalations, manage escalations and ensure that they are dealt with in a timely manner.Development of staff to ensure skills levels match both current and future operational and customer requirements.Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews (call and case audits) and provide a continuous service improvement.Ensure integrity of data in reports and dashboard.Implementation of strategies (company's, higher management and own), and processes to ensure employee satisfaction.Encourage knowledge sharing by ensuring an intensive knowledge base is available and updated.about youSkill Profile:
- Telecommunications.
- Knowledge Management Systems.
- Process and Standards.
- Service Desk Organisation.
- Customer Relationship Management.
- Good communication skills.Fluent in English & French.
- Excellent customer facing skills are required.
- Good time management, and organisational skills.
- Team work, uses a team approach to solve problem when appropriate.
- A determination to process tasks according to pre-defined processes is essential.
- Ability to build relationships with peers and management levels and customers.
- Proactive, self motivated and determined attitude.
- Tenacity.
- Flexibility in terms of working hours.
- Ability to work under pressure & multi-task, using a team approach to solve problem when appropriate
- Results orientated, and problem solving skills.
- Need a willingness to learn and expand knowledge
- Troubleshooting and incident resolution
ITIL Foundation.Customer Service and Telecommunications experience, highly desirable.At least 5 years working experience.ITIL foundation, Six sigma, ISO knowledge a plus.departmentGlobal Delivery & OperationsOrange 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 businesscontractRegular