- Location
- Cairo, EG
- Department
- IT
- Experience
- 4+ years
- Education
- Bachelor
- Closing date
- Today
- Source
- iCIMS
Description
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 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.
About the role
Escalation Manager – Job Description
Key Responsibilities
- Lead the end-to-end management of high-priority incidents and customer escalations, ensuring timely resolution while minimizing business impact and meeting agreed SLAs.
- Act as the primary escalation point between customers, support teams, engineering teams, vendors, and management throughout the incident lifecycle.
- Coordinate and manage cross-functional technical teams, assigning priorities, tracking progress, removing blockers, and ensuring accountability for resolution activities.
- Oversee daily escalation operations, ensuring incidents are prioritized appropriately and resources are allocated effectively based on business criticality.
- Manage stakeholder communications by providing timely status updates, executive summaries, risk assessments, and post-incident reports.
- Monitor team performance, escalation trends, and operational KPIs, identifying opportunities to improve service quality, response times, and customer satisfaction.
- Conduct regular service review meetings with internal teams and customers to discuss recurring issues, improvement plans, and operational performance.
- Mentor and support Level 1 and Level 2 engineers by providing technical guidance, knowledge sharing, and coaching on incident management best practices.
- Collaborate with Service Delivery Managers, Project Managers, and Technical Leads to ensure smooth execution of operational activities, changes, upgrades, and migrations.
- Develop and maintain escalation procedures, operational runbooks, knowledge articles, and documentation to improve team efficiency and service consistency.
- Support resource planning, shift coordination, workload balancing, and operational readiness during maintenance windows and critical business periods.
- Identify process gaps and lead continuous service improvement initiatives to enhance operational excellence and reduce recurring incidents.
About you
Educational Qualifications:
-B.Sc. degree in Computer Science, communications or electronics engineering-Certification at any of the following :-CCNA, CCNP Collaboration
Professional Requirements:
-At least 4 years of professional experience-At least 3 years of IT/Voice technical experience-Excellent knowledge of security and network concepts-SIP knowledge
You bring rigor, passion for challenges, and determination. You seek the opportunity to expand your expertise, achieve your goals, and thrive.
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.
