Publication date : Jul 20, 2026, 12:00AMContract duration : Orange Business is here!About usJoin 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 roleThe 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 - StrategicOwn and maintain the Problem management process across MSS EngineDefine and maintain the governance model for Problem managementEnsure Problem management process requirements are correctly translated into operational procedures and controlsDefine and maintain SLA, KPI and reporting requirements for Problem managementEnsure alignment between Problem management and related processes, including Incident Management and Change EnablementAct as the central spokesperson and single point of contact for Problem management within MSS EngineOwn and maintain the backlog reporting for MSS EngineOwn and drive the Customer Effort Score reporting together with the Head of Customer ExperienceKey Responsibilities – Tactical/OperationalPerformance indicators relevant to Problem ManagementOperational KPIs linked to service qualityReporting in relation to Problem ManagementIdentify systemic performance issuesDrive process improvements for Problem ManagementAlignment between operations and Problem Management process requirementsSupport root cause analysis and trend identification across MSS Engine operational teamsClosely collaborate with the Incident Process Owner, Change Process Owner and all operational managers inside MSS EngineSupervisory requirements of the roleThe 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 IndicatorsIn 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 EffectivenessProblem KPI Performance IndexProblem Reporting Quality and TimelinessProblem Process Adherence RateAbout youSkills & ExperienceProblem Process Owner will need to possess the following skills and experience:Presentation SkillsOffice Tool Skills (Word, Excel, PowerPoint, Visio)Reporting skills (Excel, BI reporting)Broad and out of the box thinkingExperience in alignment initiatives and Lean managementAbility to coordinate teamsExperience with recommendations aimed at improvementExperience with developing frameworks for collaboration and reportingStrong understanding of Problem Management processes and service operationsExperience with SLA and KPI managementLanguage Skills: English. Other languages are a bonusKey Responsibilities - Information SecurityIn 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 ProtectionIn 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 HoursThis role will be based in Cairo and will be required to work normal business hours.ReportingThe role will report to the Head of operational ExcellenceYou bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.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 matterRegardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, 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. 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.