VNOC Service Operations Expert

Job description

about the role

Job Description

VNOC Expert is to ensure handling of complex issues, new technology, up skilling of VNOC specialists, be the SPOC wrt. complex requests, technical support level 2 and level 3. Alongside, Expert is to increase autonomy and quality of tasks being handled by VNOC and ensure quality of support to critical Video Customers/ requestors.

·  Owners of all complex cases at VNOC. Experts to exert in depth troubleshooting and have good follow up with all entities involved.
·  Be process Champions as point of contact for VNOC Specialists and contribute to improving processes in day to day VNOC operational issues.
·  Have full Share point ownership – managing and updating VNOC SharePoints which contains all customers information and specific instructions
·  Hold regular meetings with Business Operation Managers and Level 2 entities to enhance interlock between teams so as to continuously improve the quality of tasks and ensure solid interlock
·  Provide training and coaching to VNOC agents to help upskilling of the VNOC team in collaboration of VNOC Coach.
·  Follow up and involve on interventions on Core equipment on  Video and Voice platform
·  Act as Change Manager for Little Impact changes
·  Work on improving existing processes and proposing new processes as required for continuous improvement purposes

Tasks

Case Management

·  Tasks should be treated on a timely manner. Arriving request needs to be acknowledged and accepted or rejected within 20 mins. Action to be taken within the delay: P1 : 30 Mins, P2 : 45 Mins, P3 : 2 Hours.
·  Ensure that all cases are escalated as and when required as per the process
·  Ensure Proper follow up on ongoing tasks
·  Ensure process compliance of at least 95% in all VNOC cases. Process set by PPM (TP/OVP/IPV French/International EUS/Incident/Change/B&S processes)

Expert Support

·  Provide support for interventions on core equipment and all interventions related to complex cases
·  Simulate customer's environment to help resolution of complex cases and training of VNOC agents
·  Act as SPOC for new project

Customer/ Requestor Management

·  Manage negative feedback from requestors: Analysis of feedback [positive and negative] to be carried out and implement corrective action

Knowledge Management / Training

·  Lessons learnt file to be implemented and updated as required [Complex cases, simplification, etc.]
·  Training of newcomers to be followed and newcomers to be regularly assessed to ensure smooth upskilling

 

 

about you

High school Diploma, International Baccalaureate or equivalent AND Minimum 3 years or degree (Computing or Information Systems preferred).

Excellent communications skills.  Fluent in English and French (verbal and written)

Knowledge and technical skills : Good IP Knowledge [Mandatory certification :CCNA R&S and at least 1 paper CCNA Collab ongoing.]

Excellent Windows operating System knowledge, Good PC applications and operations knowledge, ability to work within a defined process and insure procedures are followed.

Experience :  12-18 months experience in a technical support role preferred.

Project management and technical change management experience an advantage.

Other skills :  Demonstrated ability to work under pressure & multi-task, Good time management and organizational skills, Flexibility in work hours required, and a willingness to learn and expand knowledge.

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