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Job description / Role
About the role
In this role, the primary objective is to deliver 24x7 remote support for our managed and co-managed voice infrastructure and technologies. Taking end-to-end ownership of voice incidents, the position ensures timely resolutions within established service level agreements. Additionally, the role involves implementing standard and complex changes to enhance managed and co-managed IPTelephony solutions. By providing dedicated support and driving efficient change management, this position plays a vital role in maintaining the stability, efficiency, and continuous improvement of our voice services.
Key job duties include:
- Provide second-level expert support to customers in technical incidents related to Switched Voice (known in Orange Business as BTG) and Microsoft Telephony (Lync, Skype for Business).
- Ensure an outstanding customer experience by taking ownership of incidents throughout their lifecycle, adhering to shift rules, and ensuring service restoration and customer business continuity.
- Resolve incidents within the set (SLA/SLO) and our KPIs, employing efficient analysis, troubleshooting, and restoration of voice services across multivendor platforms and the Orange core voice network.
- Conduct in-depth troubleshooting by examining CDRs, traces, and all relevant logs.
- Collaborate with and challenge carriers and vendors to address issues effectively.
- Log and track all action plans set during incident handling, providing regular updates to the customer in a timely manner until resolution.
- Demonstrate effective communication skills on all levels, fostering collaboration with customers and internal teams, including level 1 teams and Service Management.
- Liaise with higher technical support levels, teams, and vendors to drive incident resolution.
- Initiate escalation procedures to higher technical levels when needed, providing them with all fault details.
- Activate chronic procedures within respective groups and inform Voice Service Managers as necessary.
- Keep management informed of major incidents and high-impact situations.
- Ensure continuous development and maintain up-to-date knowledge of different technologies.
- Efficiently deliver on any tasks or projects assigned by the group manager
Requirements
About you
- Bachelor's degree in Engineering, Computer Sciences, or equivalent
- Microsoft Lync/Skype for Business certification or equivalent experience
- CCNP Voice or equivalent experience is a plus
- 2-4 years of operational experience in Voice Solutions
- Good knowledge of Voice protocols (H.323, SIP, SS7, ISDN), RTP, codecs
- Experience with NGN
- Experience in Telecom, PSTN, Core network, or Core Switching
- Good knowledge of SBC, Media Gateways, Voice Gateways
- Qualified in Microsoft Telephony product suites for candidates with a Microsoft background
- Experience in Lync 2013, Skype for Business 2015 is highly preferable
- Experience with Microsoft partners such as Ribbon (Sonus), Audiocodes is a plus
- Experience in MS Teams is a plus
- Experience in Microsoft Lync/Skype for Business Core is a plus
- Experience in Active Directory, Windows Server 2008/2012, SCOM is highly preferable
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.
About the Company
Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.