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 30000 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
The role of the Problem Process Owner is responsible to establish own and maintain the Problem Management process across MSS Engine to ensure effective consistent and measurable handling of problems. You ensure that the MSS Engine receives the expected value from the Problem Management process by focusing on process governance service quality operational efficiency and continuous improvement. You define and implement Problem Performance Monitoring with clear KPIs to track the health quality and effectiveness of Problem Management.
Key Responsibilities - Strategic
Own and maintain the Problem management process across MSS Engine
Define and maintain the governance model for Problem management
Ensure Problem management process requirements are correctly translated into operational procedures and controls
Define and maintain SLA KPI and reporting requirements for Problem management
Ensure alignment between Problem management and related processes including Incident Management and Change Enablement
Act as the central spokesperson and single point of contact for Problem management within MSS Engine
Own and maintain the backlog reporting for MSS Engine
Own and drive the Customer Effort Score reporting together with the Head of Customer Experience
Key Responsibilities Tactical/Operational
Performance indicators relevant to Problem Management
Operational KPIs linked to service quality
Reporting in relation to Problem Management
Identify systemic performance issues
Drive process improvements for Problem Management
Alignment between operations and Problem Management process requirements
Support root cause analysis and trend identification across MSS Engine operational teams
Closely collaborate with the Incident Process Owner Change Process Owner and all operational managers inside MSS Engine
Supervisory requirements of the role
The role has no direct reports but as with all other members of the MSS Engine team will be expected to contribute to the mentoring of junior staff trainees and apprentices as required.
Key Performance Indicators
In addition to individual objectives set by the Head of Operational Excellence which are reviewed as part of individual performance management reviews the Incident Process Owner role has the following KPIs:
Problem Resolution Effectiveness
Problem KPI Performance Index
Problem Reporting Quality and Timeliness
Problem Process Adherence Rate
About you
Skills & Experience
Problem Process Owner will need to possess the following skills and experience:
Presentation Skills
Office Tool Skills (Word Excel PowerPoint Visio)
Reporting skills (Excel BI reporting)
Broad and out of the box thinking
Experience in alignment initiatives and Lean management
Ability to coordinate teams
Experience with recommendations aimed at improvement
Experience with developing frameworks for collaboration and reporting
Strong understanding of Problem Management processes and service operations
Experience with SLA and KPI management
Language Skills: English. Other languages are a bonus
Key Responsibilities - Information Security
In common with all roles in MSS Engine this role must comply with the Information Security policies and procedures in place at the time.
Key Responsibilities - Data Protection
In common with all roles in MSS Engine this role must comply with the Data Protection policies and procedures in place at the time.
Location Travel and Working Hours
This role will be based in Cairo and will be required to work normal business hours.
Reporting
The role will report to the Head of operational Excellence
You bring a can-do attitude tackle challenges head-on and challenge the status quo with new and innovative ideas.
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 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: dont hesitate to tell us about your specific needs.
Orange Business is here!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 t...
Orange Business is here!
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 30000 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
The role of the Problem Process Owner is responsible to establish own and maintain the Problem Management process across MSS Engine to ensure effective consistent and measurable handling of problems. You ensure that the MSS Engine receives the expected value from the Problem Management process by focusing on process governance service quality operational efficiency and continuous improvement. You define and implement Problem Performance Monitoring with clear KPIs to track the health quality and effectiveness of Problem Management.
Key Responsibilities - Strategic
Own and maintain the Problem management process across MSS Engine
Define and maintain the governance model for Problem management
Ensure Problem management process requirements are correctly translated into operational procedures and controls
Define and maintain SLA KPI and reporting requirements for Problem management
Ensure alignment between Problem management and related processes including Incident Management and Change Enablement
Act as the central spokesperson and single point of contact for Problem management within MSS Engine
Own and maintain the backlog reporting for MSS Engine
Own and drive the Customer Effort Score reporting together with the Head of Customer Experience
Key Responsibilities Tactical/Operational
Performance indicators relevant to Problem Management
Operational KPIs linked to service quality
Reporting in relation to Problem Management
Identify systemic performance issues
Drive process improvements for Problem Management
Alignment between operations and Problem Management process requirements
Support root cause analysis and trend identification across MSS Engine operational teams
Closely collaborate with the Incident Process Owner Change Process Owner and all operational managers inside MSS Engine
Supervisory requirements of the role
The role has no direct reports but as with all other members of the MSS Engine team will be expected to contribute to the mentoring of junior staff trainees and apprentices as required.
Key Performance Indicators
In addition to individual objectives set by the Head of Operational Excellence which are reviewed as part of individual performance management reviews the Incident Process Owner role has the following KPIs:
Problem Resolution Effectiveness
Problem KPI Performance Index
Problem Reporting Quality and Timeliness
Problem Process Adherence Rate
About you
Skills & Experience
Problem Process Owner will need to possess the following skills and experience:
Presentation Skills
Office Tool Skills (Word Excel PowerPoint Visio)
Reporting skills (Excel BI reporting)
Broad and out of the box thinking
Experience in alignment initiatives and Lean management
Ability to coordinate teams
Experience with recommendations aimed at improvement
Experience with developing frameworks for collaboration and reporting
Strong understanding of Problem Management processes and service operations
Experience with SLA and KPI management
Language Skills: English. Other languages are a bonus
Key Responsibilities - Information Security
In common with all roles in MSS Engine this role must comply with the Information Security policies and procedures in place at the time.
Key Responsibilities - Data Protection
In common with all roles in MSS Engine this role must comply with the Data Protection policies and procedures in place at the time.
Location Travel and Working Hours
This role will be based in Cairo and will be required to work normal business hours.
Reporting
The role will report to the Head of operational Excellence
You bring a can-do attitude tackle challenges head-on and challenge the status quo with new and innovative ideas.
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 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: dont hesitate to tell us about your specific needs.
At Orange we have one priority: provide an incomparable experience!
With its strategic project, Essentials2020, Orange has set itself the task of ensuring it is ever-present to connect every individual to what is essential to them, and to provide a unique daily customer experience by
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