Orange
about the role
Responsibilities
Incident Management
To manage customer issues and or requests relating to the security technologies according to Service Level Agreement and
standard incident management processes. These technologies may include but are not exhaustive to, Fortigate, Checkpoint, Juniper, ZScaler and BigIP.
These issues could be raised by
i) Customers themselves (Reactive Support),
ii) Monitoring activities (Pro-active Support)
iii) Level 1 service desk support team.
Additional requirement will also include the administration and to monitoring of Messaging services and platforms. Achieving and exceeding customer satisfaction remains the utmost goal
Initiate Root Cause Analysis when total outages are resolved or upon management requests
Regular reviews with Level 1 security support, Level 2 support (FR / MRU) and engineering teams for post-review incidents
Change Management
To handle change requests on customers’ Security infrastructures & technologies with respect to the defined Service Level Agreement.
Change may be initiated following customer or internal requests
Perform Risk Level Assessment together with related stakeholders on targeted change
Participate in regular governances with the Change Advisory Board (CAB) to validate or not requests
about you
Customer and Relationship management
Provide appropriate solution, information or incident resolution actions to the customer or to Level 1 engineer
To work closely with FR team
Regular follow up with TAM and Level 3 teams
Case management follow up and resolution
Acknowledge incidents within agreed SLA
Provide expert level technical support to ensure service delivery or service restoration
Transfer/Relay cases to other support entities for either remote or on-site intervention
Ensure that service level agreements are met for all requests delivery and incident resolution
Proactive monitoring for systems and solutions in order to ensure service availability for customers. Detect event that may cause service interruption and take remedial actions
Contribute in the handling and resolution of customer escalations
Monitor tickets backlog on a daily basis and follow-through on incidents
Self-Development
Increase competency level via self-assessment, and active participation to trainings
Achieve relevant certification on products or technologies in order to better support the line of business
Understanding of standards and processes
Maintain and uphold Orange Business Services values
Act as customer, process and tools champions
Organize workshops for knowledge sharing and for the training of team members and Level 1 technicians
Working in team
Provide live and direct support and advice to team members for case management or customer interface
Contribute to team working by reporting any operational or customer related anomaly
Provide coaching, assistance, support and training to team members for case management or customer interface
Participate in customer call
Transitioning of new activities, customers, releases and processes
Facilitate the integration of new customers
Assist in the launch of new activities and/or technologies within the team
Circulate/spread knowledge regarding new releases of supported products
Publish new customer specific guidelines
additional information
Degree or Master degree in IT or Telecommunications field from a recognized university
CCNA certified
Security certification such as Fortinet NSE 4/5/6/7, Palo Alto, PCNSA/PCNSE/PCSAE, Checkpoint CCSA/CCSE are desirable
ITIL V3 Foundation (optional)
Microsoft Certifications (optional)
Any certification within the related fields will be a definite advatange – Juniper / Zscaler
Experience
3 years as IT customer support or IT Administrator or 2 years in a similar role
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
contract
Regular
Orange
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