Technical Operations Lead

2 semanas atrás


Rio de Janeiro, Rio de Janeiro, Brasil Orange Tempo inteiro
About the Role

We are seeking a highly skilled and experienced Technical Operations Manager to join our team at Orange Business.

This is a critical role that requires a unique blend of technical expertise, leadership skills, and business acumen. As a Technical Operations Manager, you will be responsible for ensuring the smooth delivery of technical services, managing incidents and problems, optimizing operational processes, and leading a team of technical engineers.

Key Responsibilities
  1. Operations Management: Develop and implement KPIs to monitor activity, implement dashboards to follow up on KPIs, and report on key performance indicators to ensure SLA and customer expectations are met.
  2. People Management: Monitor and analyze team performance, identify areas for improvement, and implement strategies to optimize service delivery. Plan rosters and leaves according to business needs and urgencies, and motivate team members to promote team cohesion and transparency.
  3. Performance Management: Implement required strategies to ensure ongoing high levels of customer satisfaction through regular reviews and provide continuous service improvement. Ensure adherence to company policies and procedures, and conduct employee performance reviews in accordance with company policy.
  4. Interface Management: Establish regular meetings with global process owners and relevant stakeholders, manage escalations, and participate actively in all transverse projects at MSC level.
Requirements

We are looking for a candidate with a minimum of 3 years of supervisory/managerial experience of a technical team in a customer service environment. You should have a degree in Telecommunications, Electronic, Communications, Computer Science, or equivalent experience. Additionally, you should have a good knowledge of networking, security, and cybersecurity, and be familiar with IT service management frameworks such as ITIL.

As a Technical Operations Manager at Orange Business, you will be part of a dynamic and flexible team that is available 24/7. You will have the opportunity to work on a wide range of projects and contribute to the development of our technical operations team.

What We Offer

We offer a comprehensive benefit program that includes medical plan, dental plan, life insurance, meal allowance, transportation allowance, bonus plan, gympass, day care, private pension fund, birthday gift, give a day get a day, maternity leave, paternity leave, Orange Employee Solutions, shiatsu, labor gymnastic, teleworking reimbursement, flexibility, and a friendly and caring environment.


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