about the role

• To be responsible for the management of both proactive and reactive incidentsensuring a professional and consistent delivery of quality services to our Customers.
• Act as a point of contact for coordinating with other internal and external teams to resolve the key/complex operational issues that are impacting customer satisfaction (technical escalation) and for all chronic incidents.
• Effectively control the clarify queue to ensure that all incidents are actioned in a timely and efficient manner
• Monitor the number andage of pending incidents toensure timely incidentresolution.
  • Generate and review theDaily dashboardreport and initiate corrective action to resolve long pending incidents (more than 24, 48 hours)
  • Act as the First Level of escalationandOwn the escalations till the closure. Will be the first point of escalation in the escalation matrix.
  • Strictly follow the escalation process for both internal functional and hierarchical and external managementto ensure speedy restoration of the services.
  • Provide technical support to Service Desk specialist to help them solve complex issues, thereby helping them increase their knowledge levels.
  • First point of contact for all process and technical issues
  • First point of contact to consolidate all technical and operational issues within the team and then present to the team lead for necessary attention
  • To act as a SME for at least one (1) technology , process and tool and deliver knowledge sharing sessions to Service Operations.
  • During networkor anymajor incidents crisis situations need to manage technical , crisis bridge and further communication flow, to keep all concerned updated of the progress of the problem resolution.
  • To work on Service Improvement Plan for the Service Desk if there is any being raised by the CSM and customer.
  • Proactively identifying Incidents which may missMTTR/ customer commitments to be worked with the Team Team leaders
  • To prepare incident reports as and when required for management review.
  • To backup team leader in his absence. To work on tasks delegated by service desk management.
  • To act as Major Incident Manager in case of a P1 / P2 incident , ensuring immediate conference bridge initiation , communication(internal/external , written/verbal) , troubleshooting is done as per the timelines and highest professional standards.
  • To assist in streamlining of technical / day to day processes, including :
  • To identify the gaps in day to day operations, highlighting the same to account/service management team. Initiating calls with them to get the processes more streamlined.
  • To have in depth understanding of customer topology, network design, solutions etc.

• To attend/initiate weekly/biweekly calls with Customer s Help Desk Team :
• To highlight the Service Desk concerns, to maintain a tracker sheet for the same.
  2) To address the concerns raised by the customer management, take appropriate actions to fix them keeping the respective line manager in sync.
• To ensure no unattended emails are there in the group mailbox. Ensuring timely replies of all the emails by the Service Desk
• To ensure customer related documents are updated in Team database

about you

• Experience / working knowledge of network , security, APM devices,
• Riverbed knowledge preferred
• Understanding of complex networks with exposure to IP VPN services and SD_WAN
• Knowledge of new technical domains can use to handle the crisis situations by taking lead and won the responsibilities
• Excellent diagnostic and network troubleshooting skills.
• Knowledge and understanding of router ACLs.
• Strong experience on routing protocols
• To liaise and refer issues to correct/relevant entities e.g. Telcos, and other Vendors as
• Router types: Cisco all chassis
• Protocols: TCP/IP
• Routing Protocols: OSPF, IGRP, EIGRP, BGP4, MPLS and RIP
• CCNA Mandatory and at least one exam of CCNP/CCIP
• Good interpersonal skills.

• Ability to carefully plan and co-ordinate work according to a demanding time schedule
• Good time management, organizational and communication skills .
• Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.
• Ability to work under pressure
• Ability to deal with multiple tasks .
• Proactive, self-motivated and determined attitude .
• Problem solving skills .
• Able to cover Flexible working hours/shift patterns as and when required (24*7).

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.

Education