CSM Business VPN Galerie Partner Implementation

Description de l'offre

about the role

To be the point of contact for all stakeholders related to the product of B VPN Galerie for Partner Service Management, Partner Interlock Set up & Customer Partner Service Deployment Project Management for both French & International Partners. The role include

·  Partner Service Management
·  Partner integration setup
·  Customer Partner Service Deployment Project Management

       Key accountabilities                                                                                                                                                                                     Key result / decision areas (outcomes)

Partner Service Management

·  Operational follow up                                                                                                                                                                      Relevant documentation is available in tools and repositories
·  Capacity management                                                                                                                                                                    All reporting is sent on time to relevant stakeholders
·  Incident management                                                                                                                                                                     All reporting is sent on time to relevant stakeholders
·  Problem management                                                                                                                                                                    100 % data integrity
·  Service level management                                                                                                                                                             Measure gain on continuous improvement opportunities
·  Requests / Cases treated accordingly and resolved within a reasonable time frame
·  Identify continuous improvement opportunities and convert them into actions to be followed to completion

Partner integration setup

·  Interlock setup (contact details, escalation matrix, data exchange media, …)                                                                           Relevant documentation is available in tools and repositories
·  Facilitate handover to Operations (ASP Web portal updated, monitoring setup check, communication to ops)                        Update Documents (mainly O365) for Mono & Multi Tenants services.
·   Update Partner Integration List                                                                                                                                                  Ensure Partner integration List vs Axiome are synchronised

Customer Partner Service Deployment Project Management

·  Facilitate hand over to CSM with relevant documentation and presentation                                                                             Ensure all Customer Documents are completed and digitally referenced on allocated repository.
·  Provide regular updates on architecture evolution                                                                                                                    Continuous Improvement actions to ensure efficient flow of process.
·  Customer CSM Support
·  Post Mortem of incidents

 

 

about you

Knowledge and Abilities

·  Proficiency in written and spoken English and French
·  Proficiency in desktop application

Knowledge:

·  Information Technology
·  Knowledge Management Systems
·  Process and Standards
·  Support / service Organization
·  Customer & Partner Relationship Management
·  Agile concepts and mindset

Abilities:

·  Good communication skills
·  Good time management, and organizational skills
·  Team work, uses a team approach to solve problems when appropriate
·  Ability to build relationships with peers and management levels and customers
·  Proactive, self-motivated and determined attitude
·  Flexibility in terms of working hours.
·  Ability to work under pressure
·  Manage several tasks simultaneously
·  Excellent understanding of customer architecture
·  Keep up to date on new customer technologies

 

additional information

Education, Qualifications, and Certifications

·  Required: Degree (BAC +3) IT or Telecommunications
·  ITIL certification
·  Project Management certification
·  CCNA

Experience

·  2 years in IT related sector preferably
·  Experience working with customers is desirable
·  Experience in a similar role will be an advantage

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