about the role
Implementation Support : Referred to as “Organic Growth” which is an addition of new sites to the existing network under the same technical and commercial terms and conditions as the original scope, manages the provisioning and configuration of new as well as existing devices that are part of Organic Growth (e.g. CPE for LAN access, CE/PE for IP VPN, IPsec tunnels and gateway devices etc.) with highest level of security and minimum service disruption.
Change & Release Support : Performing Risk Analysis or Impact Analysis of scheduled network changes and update Customer tool named Service Now, prepare Configurations (Tech Plans) and fallback plans of VPN solutions or changes in Run phase required as an Input for Change Management to proceed on agreed roadmap to achieve targeted service change/implementation.
Customer Network & Security VPN audit: Network audit on weekly basis as a part of VPN management. Required to ensure device’s configuration consistency and to confirm design evaluation to support new business requirements and technologies.
PoC for all Network Changes : Acting as point of contact for all network changes on Customer VPN (for customer and all other Vendors supporting Customer) and attend the deployment forum (scheduled every week with Customer and all Vendors to discuss various changes happing on account) to represent the Orange changes if needed.
Maintaining work flow and regulating all Change Records: Oversee the network change inflows and balance the volume across the rest of the VPO team. Monitor the scheduled changes to ensure change windows are not overloaded; ensure the correct change records are created in the Orange tools (i.e. MachX) so that Orange meets our regulatory requirements. Monitor change performance and provide input to the monthly SLA reports on any issues related to the contractual targets.
Knowledge Management: Delivering KT (Knowledge Transfer) sessions to operation’s (support) staff on newly implemented solutions/services to ensure the smooth support in run phase
Minimum 6+ years experience
College degree or equivalent.
Fluent in written and verbal English
Exceptional customer handling skills
Good understanding of Cisco routing, switching, VOIP,MPLS, Metro Ethernet etc
ITIL Service Management certification preferred
Excellent training & coaching skills
Good analytical skills
Good people management skills with a demonstrated ability to motivate employees.
Ability to communicate at all levels across the business..
PC Knowledge (MS Office, Microsoft outlook, Internet).
Excellent customer service skills.
Ability to learn quickly and understand basic network connectivity and infrastructure.
Good interpersonal skills, time and matrix management skills
Willing to work in night shift on rotational basis which would be mandatory,
Capable of representing the organisation during major incidents.
Able to work within a time critical, customer focused environment
Ability to multi task and work under pressure.
Ability to recognise and nurture potential in others.
Expected to understand all the necessary tool sets attached to this position
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.