Incident Management Specialist

Description de l'offre

about the role

·  Provide next level technical support for MSC (Major Service Centers) problems referred to the team in an effective and timely manner.
·  Provide technical support to Service Desk Specialist to help them solve complex issues.
·  Troubleshoot and Test Layer 1 issues using Bert test from Orange Network.
·  Troubleshoot and Test Layer 2 issues using RFC2544 Ethernet test from Orange Network.
·  Troubleshoot and Test Layer 3 issues using IP protocol test from Orange Network.
·  Work with in region telecom providers to resolve network issues.
·  Support Orange Field Engineer’s when dispatched to resolve network and customer issues.
·  Provide Turn up assistance of Orange services from 56K to GigE Ethernet.
·  Diagnose configuration issues  by effectively utilizing software diagnostics and other network/product utility programs.
·  Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
·  Provide a professional  technical support for Orange LDM/NORF Teams.
·  Document all testing via the electronic provisioning management system.
·  Document all troubleshooting and case management actions via the electronic case management system.
·  Follow various Industry Standard Process in-terms of Incident Management and Problem management.
·  Perform technical escalations in line with company procedure.
·  Adhere to published internal processes, procedures and case excellence guidelines at all times.
·  Ability to build relationships with peer and management levels both with internal and external Customers and Suppliers.
·  Ability to drive chronic and complex cases in to quick and efficient resolution

about you

·  Troubleshooting skills on Layer 1 technology and equipment: CSU/DSU, TDM multiplexer, Digital Access Cross connect System (DACS), Sonet systems.
·  Troubleshooting skills on layer 2 access protocols Ethernet and DSL.
·  Troubleshooting skills on layer 3 protocols (EIGRP, OSPF, EIGRP and BGP).
·  JDSU Ethernet test set.
·  Fluke Networks Linkrunner test set.
·  Qualified on Network, LAN/WAN topologies and protocols  Sonet, ATM, MPLS, Frame-relay and Metro Ethernet.
·  Network devices: Cisco and Junipter (Routers and switches)
·  Remote Access: PPP Dial (ISDN/PSTN).
·  Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organization.
·  Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.
·  Ability to work under pressure and deal with multiple tasks.
·  Excellent problem solving skills are necessary.
·  Excellent Analytical and trouble-shooting skills.
·  Excellent understanding of Telecom Service providers Network and Services.
·  Good office automation and PC literacy skills.
·  Able to cover flexible working hours/shift patterns, as and  when required.
·  Problem ownership until resolution.
·  Good time management, organizational and communication skills.
·  Proactive, self-motivated and determined attitude.
·  Proficient in English.
·  Minimum of 5 years of relevant experience handling Network technical support, operation, NOC environment & implementation support. With minimum 2+ years of experience in customer facing job role.
·  University degree or equivalent experience (Telecommunications or Networking)
·  CCNA - Preferred.
·  Capability to work in a global, changing and multicultural environment.

additional information

the benefits of being Orange

Because Orange Business Services hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

• health coverage for you and your family through medical, dental, and vision plans
• financial protection through disability, life, accidental death and dismemberment, and business travel insurance
• a 401(k) plan with company match
• tax advantages through flexible spending accounts that allow you to pay for specific health-care and dependent care expenses with pre-tax dollars
• to help you manage your work and life needs we offer a life assistance program, adoption assistance, tuition reimbursement, gym reimbursement, a group legal service plan
• homeowner’s, automobile, critical illness, accident, hospital indemnity, ID Theft and pet insurance at group rates
• a generous paid time off program in which the benefits increase along with your tenure with the company

When you join Orange Business Services, you do more than simply switch companies to advance your career. You become part of the Orange family, a group of talented women and men who drive innovation, embrace change, and celebrate the global community which is Orange.

department

Customer Services & Operations

Orange Business Services 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