Job description

Publication date : Jul 20, 2026, 12:00AM

Contract duration :

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.

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

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.

• 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.

At Orange, only your skills matter.

Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation.Orange is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.