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Skills: Incident Management, IT Service Management, ITIL, ServiceNow, Stakeholder Management
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 initiati…
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 initiati…
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About ExeQut ExeQut is an IT consulting, cybersecurity, and digital transformation firm headquartered in Lanham, MD, with delivery operations across the US and the MENA region. Since 2014, we have delivered 165+ projects…
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Description Design and implement new app modules based on the product requirements using Flutter framework.Create well designed, testable, efficient code, while maintaining existing codebases.Participate in all phases of…
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Other
bachelor degree, postgraduate degree
Global Opportunities, Flexible Working Hours, Professional Development, Training Programs, Upskilling/Re-skilling Opportunities, Internal Growth and Mobility
Posted 19d ago
Apply by Sep 29
~40 hrs/week
Responsibilities
Lead and optimize the incident management lifecycle by defining policies, standards, and escalation protocols to ensure swift resolution. Drive continuous improvement through KPI monitoring and coordinate with adjacent ITIL processes to align service delivery with business goals.
Requirements
Requires a bachelor's degree and over 7 years of experience in IT Service Management with deep expertise in ITIL frameworks and ServiceNow. Candidates must possess strong leadership skills and the ability to manage stakeholders across technical and business teams.
Full job 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
Job Description
We are seeking an experienced Incident Process Owner to lead and optimize our incident management processes. The ideal candidate will be responsible for defining, governing, and continuously improving the incident management lifecycle, ensuring swift resolution of incidents, effective escalation, and alignment with organizational goals. This role requires strong leadership, process expertise, and excellent stakeholder management skills.
About you
Key Responsibilities
Define and oversee the incident management process scope, charter, policies, standards, and strategy to ensure alignment with overall business objectives and IT service delivery goals.
Establish and maintain the RACI matrix for incident management teams (L1–L3) and stakeholders, ensuring clear roles, responsibilities, and escalation paths.
Design and govern the incident escalation process, including criteria, levels, and communication protocols to ensure timely escalation of critical incidents and effective resolution.
Govern SLAs, OLAs, and underpinning contracts related to incident resolution, ensuring they are met, and driving remediation actions when necessary.
Coordinate with adjacent processes (problem, change, knowledge, event, asset/configuration management) to facilitate seamless incident handoffs and integrated workflows.
Maintain incident prioritization and categorization models, oversee the request catalog, request models, and approval matrices to optimize incident handling efficiency.
Lead Major Incident governance, including defining criteria, roles, communication protocols, and conducting post-incident reviews with actionable insights.
Drive continuous improvement by monitoring KPIs/OKRs (e.g., MTTA, MTTR, FCR, request cycle time, backlog health), and implementing process enhancements.
Manage an improvement backlog and quarterly roadmap, addressing process risks, mitigation plans, and implementing best practices.
Standardize incident communication protocols and deliver targeted training and enablement to incident management teams.
Oversee vendor and outsourcer performance related to incident resolution, define tooling requirements, participate in UAT, and validate release quality.
Skills & Qualifications
Bachelor’s degree in Computer Science, Information Technology, or a related field; advanced degrees preferred.
7+ years of experience in IT Service Management, with a focus on incident management, problem management, or related processes.
Deep expertise in ITIL incident, request, change, and problem management frameworks.
Hands-on experience with ServiceNow (administration, configuration, workflow design, reporting); certifications are a plus.
Strong organizational, communication, and stakeholder management skills, with the ability to influence across technical and business teams.
Fluency in English; French language skills are advantageous.
Relevant certifications such as ITIL, PMP, Agile certifications are preferred.
Proven track record of leading process improvements, organizational change, and incident management initiatives.
Strategic thinker with the ability to develop process strategies, define objectives, and align them with organizational goals.
Excellent collaboration skills, capable of translating technical details for business leaders and fostering a culture of continuous improvement.
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.
Only your skills matter
Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.
In a world that never stands still, possibility is everywhere. New technologies open doors every day, for our customers, for the communities we serve, and for you.
Across 65 countries, our experts bring together connectivity, cloud, cybersecurity, AI and data to turn complexity into progress. We make the ambitious possible and the complex clear, for our customers and for society.
What makes us different is our people. Diverse backgrounds, cultures and expertise come together every day to solve real problems, share knowledge and create lasting impact. We don't just deliver technology. We work side by side with our customers to bridge the gap between ambition and execution, turning "what if" into "what is.“
At Orange Business, possibility isn't something you wait for. You build it. Each of us has a role to play in that journey: learning a new skill, leading a project, making a real difference every day. Whether you're working with teams across the globe or deepening your expertise in the technologies of tomorrow, you'll find here the space to grow, take initiative, and leave your mark.
Because when people and technology move forward together, possibility becomes progress.
Possibility starts with tech you trust. Orange Business is here.
Offices: La Plaine Saint Denis, Paris, 93457 Cedex, FR · 217 Bath Rd SL1 4AA Slough, Slough, Berkshire SL1 4AA, GB · Якиманская наб., д. 4 стр. 1, Moscow, 115487, RU · 100 Galleria Parkway, Atlanta, GA 30339, US · #04-02 TechnoPark@Chai Chee, Singapore, 469000, SG
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How many Technology jobs are open in Cairo, Egypt right now?
There are currently 1,044 open technology positions in Cairo, Egypt listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Technology roles in Cairo, Egypt?
Companies currently hiring include Orange Business, PwC, Capgemini, VOIS, Accenture, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Technology jobs in Cairo, Egypt?
Yes — 365 of the 1044 open technology positions offer remote or hybrid work (103 remote, 262 hybrid).
How do I apply for Technology jobs in Cairo, Egypt?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.