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Job description / Role
about the role
Consultant Role/Responsibilities
- Review and suggests potential design enhancements based on incidents' lessons learned.
- Analyze reoccurring faults and arrange permanent fix plans.
- Set foundation for continuous service improvement (technical improvement of the customer's connectivity services and operational improvement of OBS support).
- Act as Technical Leader for critical major incidents and complex incidents, including interfacing with customer VP-level and vendors/supplier lead technical staff.
- Prepare/Validate Technical Root Cause Analyses to be shared with the customer.
- Communicate required LLD updates to design team to mirror the site's operational configurations.
- Lead technical interlock with the BASF operations lead technical experts and teams.
- Oversee all operations technical teams activities (incident management, operational changes, inventory, etc.).
- Identify best practices for assessing network health, applying corrections and changes.
- Join all major transformation project meetings to ensure the operations team remains aligned with changes to customer network.
- Assist change teams in evaluating changes impact on critical and highly classified sites.
- Act as technical reference for all operational teams at all levels.
- Provide technical coaching and mentoring to connectivity experts.
- Develop and provide technical trainings for all operations teams (all levels) to develop skills at Level 1 and Level 2.
- Key interlock with Cisco and other suppliers.
- Own technical resolution by vendors (e.g., Cisco) and Regional Service Suppliers (RSS) such as BT, Singtel, Verizon, DT, Orange, etc.
- Be part of 24x7 operational support for LAN, WLAN, SDWAN, and any other connectivity services).
- Responsible for all operational (SDWAN or LAN or WLAN) sites for a multi-national customer in over 90 countries.
- Provide level 3 troubleshooting and remediation of customer (SDWAN or LAN or WLAN) networks.
- Provide network support for 100% uptime critical networks.
- Ensure compliance with standards, laws, and privacy policies.
- Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
- Comply with all the special process and procedures agreed with the account teams and customers.
- Ensure cases are allocated to the most appropriate 'next step' as part of the case flow process.
- Perform technical escalations in line with company procedure.
- Document all troubleshooting and case management actions via the electronic case management system.
- Determination to process tasks according to predefined processes is essential.
Requirements
about you
- A minimum of 10 years of hands-on technical experience in multiple connectivity domains.
- CCIE R&S or CCIE DC.
- Master of at least one connectivity domain (WLAN or SDWAN), with in-depth overall experience in LAN
- Leadership (crisis situations, ability to interact with executive customer and supplier management levels, etc.).
- Excellent communication skills (written and oral) (at least level B2, and preferably C1/C2).
- Results oriented.
- Agile mindset and flexible.
Key Interlocks
- External: Customer (Executive VP level), Suppliers and Vendors (management and technical).
- Internal: Up to M+2 level (management), CBU, and all technical levels (operations and design), within CSO and outside CSO.
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.