COA OPERATIONAL MANAGER

about the role Manage team of customer operations associates (COAs) Manage day-to-day operational tasks Single point of contact for all operational requirements and all escalations within the scope of COAs/service management Drive the operation effectively by following & applying the ITIL, ITSM & industry best practices Manage and improve the effectiveness and efficiency of the service support delivery team Conduct customer operations associates tasks’ reviews Define & ensure implementation of all key delivery strategies, processes, procedures, guidelines, tools, methods Drive Service Improvement Program, Initiate and execute structural improvement and efficiency programs Ensure appropriate quality controls and adherence to standards about you   This is a customer-facing role and is ideal for an excellent communicator with a positive outlook and a get-the-job done attitude.
You should be ready to support multiple customers and services.
Good communication skills (verbal and written) - Portuguese, English and Spanish Good in creating service review and management reports Good analytical skills and ability to identity trends Ability to lead customer facing communication Knowledge of IT service manage standards BE/B.
ech/MCA/ B.
c.
(IT/Computer Science) Should have either Agile or ITIL certification.
Technical certification like CCNA/CCNP, MCSE, VCP, Azure/GCP etc.
will be added advantage At least 3 years of managing service operations Experience in managing large scale Network, IT infrastructure, datacenter, cloud support operation Experience in driving Service improvement program, quality audits and ISO standards (2K, 27K, 9K) Knowledge and understanding of IT Technologies, products, and services department Global Delivery & Operations Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.
Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.