Publication date : Feb 24, 2026, 12:00AM

Orange Business is 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.

• Lead customer bridge during major incidents, serving as the main point of contact until service restoration.
• Communicate effectively with customers during major incidents, adhering to case excellence guidelines.
• Ensure timely execution of technical escalations and achieve management escalations.
• Assist in vendor/carrier management for incident resolution.
• Own incident management processes for customers, covering all tiers of support (1, 2, & 3).
• Facilitate frequent meetings between different support levels to enhance collaboration.
• Maintain and optimize the support model as necessary to meet customer needs.
• Intervene in the event of a risk of SLA breach or failure to achieve targets, and ensure appropriate measures are taken by operational teams.
• Manage customer service improvement plans for the cluster’s accounts.
• Conduct incident analysis and trend analysis, producing periodic reports supporting the problem management activities.
• Act as a problem manager in some situations, ensuring follow-up with the customer and account team at agreed frequencies.
• Lead the creation of documents to assist the Service Desk in supporting customers (High-level designs, support processes, account details, etc.).
• Act as a leading point of any escalations the customer might initiate.
• Lead the delivery of informational sessions and trainings to all tiers of support when needed.
• Undertake any other reasonable tasks assigned by GCS, ECS & Cluster management.
• Build predefined crisis notification lists.
• Reporting and KPI for crisis management.
• Deliver training sessions to SD to enhance communication skills.
• Lead/follow up on global SIP (Service Improvement Plan).

• Excellent knowledge of all connectivity Technologies.
• Excellent communication, Interpersonal, organizational and presentation skills.
• Basic knowledge of Cloud and/or IPT/IPCC Technologies.
• Fluent in English.
• Good consulting and problem-solving skills.
• Able to work efficiently and independently to meet deadlines.
• Able to understand complex customer infrastructure and good understanding of services offered.
• Ability to work under pressure and deal with multiple tasks.
• Solid knowledge on the orange technologies and offers (certificates are a plus).
• Good technical knowledge in one or more offers provided by different entities: (GPS, OCD,…)
• Good business writing and communication skills.
• Leadership skills with good process\organization knowledge.
• Bachelor’s degree in telecommunication engineering or computer science.
• Minimum of 5-year related work experience in customer technical support or similar.

• Global opportunities: Work in multi-national teams with the 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, origin, religion, sexual orientation, neurodiversity, disability, or appearance, we actively encourage diversity within our teams, as it is both a collective strength and a driver of innovation. Orange is a disability-friendly company: please feel free to let us know about any specific needs you may have.