Job description / Role
About the role
- Provide the required professional technical support within customer operations and support the internal operational entities (level, level2, .. ect) toward faults resolution, changes validation and implementation.
- Lead major & complex incidents/problems ensuring resolution & root cause analysis.
- Lead and initiate projects resulted from problem management reports, interface with design and implementation teams.
- Develop problem management reports and proactive actions that reduces the incidents impacting globally the service.
- Develop trend analysis and prepare service improvement plans to address identified gaps and present the result to all concerned stakeholders.
- Technical escalation point for any critical/long pending incidents.
- Maintain a comprehensive understanding of all aspects of product delivery and operations.
- Mentor new joiners & deliver the enabling program.
- Technical assessment for newly implemented customers / sites before hand over to operation.
- Align with operation stakeholders such as Operation Technical Lead, Delhi L3 peers, BOM .. ect to fill any identified gaps.
- Work closely with Solution Consultant, Vendors and Service Providers to adequately review and test new customer solutions, design changes, identified vulnerabilities and bugs.
- Globally contribute in ESC lab ensuring we have the required environment for testing our services.
- Validate and maintain knowledge transfers.
- Contribute in developing the technical level within the team continuously through setting internal processes, initiatives and improvement plans.
- Maintain different types of docs and guides.
- Champion for our unified communication services from technical perspective, incident & problem part. Ensuring harmonization of the service among our different customers.
- Fulfill any reports required by management.
- Actively contribute in the different transversal programs (UCIE Synergy, SD convergence, CMD autonomy, etc.).
- To undertake any other reasonable task as assigned.
Requirements
About you
- Strong experience in Cisco Unified Collaboration domain for 4-6 years (MS Teams is big plus).
- Strong experience in IT domain, operational support & crises management (5-8 years).
- Good experience on Network "LAN/WAN" topologies and protocols.
- Cisco Certified Network Professional (CCNP) Collaboration (CCIE Collaboration is big plus).
- Ability to carefully plan and co-ordinate work according to a demanding time schedule.
- Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organization.
- Good office automation and PC literacy skills.
- Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.
- Good time management, organizational and communication skills.
- Ability to work under pressure and deal with multiple tasks.
- Ability to coach and mentor peers and subordinates.
- Ability to lead and provide direction in resolving business critical problems at the highest organizational level.
- Presentation/Report writing skills.
- Ability to act as the customer representative with suppliers and vendors.
- Ability to build relationships with peer and management levels both with clients and the company management.
- Proactive, self-motivated and determined attitude.
- Excellent problem-solving skills are necessary.
- Flexibility in terms of working hours.
- Information Technology or Communication Bachelor holder or equivalent.
- English Proficiency.
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.