IT Team Lead

About UsJoin 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 Operational, Escalation & Expedite Management Monitor agents' attendance & breaks. Create and follow daily work plans, ensuring team compliance. Follow up on high-priority incidents during shifts: USS, announcements, banners (added/removed). Check Cisco Webex for agents availability Regularly check queues to ensure all incidents are treated. Responsible for KB validation, creation if needed Manage team queues under responsibility according to OLA and incident handling policy. Helping in: team leave requests, roster, and overall staffing requirements. Ensure proper shift handover for smooth transition of critical incidents. Ensure call quality, customer satisfaction, and restore customer service as quickly as possible. Act as reference expert in diagnosing and escalating incidents. Accept and own escalations related to customer impact. Serve as point of escalation for Orange incidents within defined fault management guidelines. Facilitate onboarding access for laptops, screens, applications, etc. Undertake any other reasonable task as requested or deemed necessary by management. Reporting & Analysis Review reporting to ensure KPIs, operational metrics, and user support targets are met. Provide feedback to management on improvement actions. Take corrective actions when necessary and work with QoS & Reporting teams to identify areas of improvement. Help in analyzing incidents to improve Leadership & People Management Help in recruitment, hiring, and team readiness. Revisit team scope and seek new business opportunities. Drive, coach, motivate, and grow team members within career development. Help the management identify the employee performance reviews in line with company policy. Deputize for management in case of absence. About YouSkills / Qualifications Ability to work under pressure and manage multiple tasks. Excellent customer service skills. Strong IT/communications background with problem-solving skills. Excellent leadership, interpersonal, and management skills. Strong organizational and communication skills. Good understanding of cultural differences and diversity. Presentation, coaching, and mentoring skills. Prioritization and time management abilities. Proactive, self-motivated, and determined attitude. Good PC skills and application knowledge. Ability to work outside business hours and/or on call. ITIL knowledge (certificate is a plus) Good knowledge of agility frameworks. Ability to deal with different cultures and behaviors. Excellent decision-making skills. Educational Background Degree in Telecommunications and/or Computer Science (or equivalent). Fluent in English; French is a plus. Professional Experience 5–7 years’ experience in IT operations. Experience in Leadership is a plus You bring open mindedness, ability to handle pressure, leading with courage and empathy, assertiveness and communicate effectively.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 MatterRegardless 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.