Job description / Role
About the role
Key tasks and responsibilities:
- Troubleshooting and resolving high complexity customer faults.
- Provide next level technical support for SDWAN as a service.
- Perform service changes by assessing risk and implementing requests reported within the agreed Change Management process through Orange Change tools.
- Resolve service problems by performing root cause analysis and designing action plans for unknown errors reported through: Problem Management Dashboard.
- Perform solution releases by authorizing, validating (changes, upgrades, updates, patches and migrations) and implementing them.
- Manage customer (internal and external) calls and provide them with regular updates as per each of the service support processes
- Perform SIPs actions managed by senior engineers and update the action plan of the SIP
- Perform technical & management escalation as implied by the escalation process to ensure security tasks are progressing toward resolution and/or completion.
Requirements
About you
Skills and Qualifications:
Excellent network troubleshooting skills in the following :
- Network devices: (Routers, switches)
- Security Devices: (Checkpoint, Cisco ASA, Bluecoat & Ironport Proxies, F5, Fortigate, PaloAlto, Zscaler, Safenet, Pulse secure, McaAfee IPSs, Pulse secure, Juniper SRX & netscreen)
- Routing protocols (EIGRP, OSPF, EIGRP and BGP).
- Good Knowledge of QoS
- Excellent Knowledge of Tunneling protocols;GRE & IPSEC (Traditional, Advanced & ADVPN)
- Must Have CCNA & CCNP (R,SW) Certification
- SDWAN technologies (Fortinet) is Must
- Nice to Have CCIP, SDWAN technologies (Viptela, Meraki)
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.