About Us
Join us at Orange Business!
We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
About The Role
To be responsible for the management of both proactive and reactive incidents ensuring a professional and consistent delivery of quality services to our Customers.
Ensuring correct execution of Incident management process, accountable for the general procedure management, taking care that the required resources for incident resolution are engaged and the customer is informed appropriately about the progress To be responsible to take decisions on the best course of actions in the restoration of the service and direct customer expectations in agreement with CSMs and or Partner support teams; Act as a point of contact for coordinating with other internal and external teams to resolve the key/complex operational issues that are impacting customer satisfaction (technical escalation) and for all problem records . Effectively control the incident queue to ensure that all incidents are actioned in a timely and efficient manner. Monitor the number and age of pending incidents to ensure timely incident resolution. Review the daily dashboard report and initiate corrective action to resolve long pending incidents (more than 24, 48 hours) Strictly follow the escalation process for both internal functional and hierarchical and external management to ensure speedy restoration of the services. Provide technical support to Service Desk specialist to help them solve complex issues, thereby helping them increase their knowledge levels. To be available 24X7 in handling complex major and mission critical site incidents. and BCP situation 24/7 365 days (includes public holidays, off hours , weekends) on call basis if required as per roster. To own and to prepare summary incident reports on critical/ complex/Major incidents suitable for internal and external management review. Leading the end-to-end change management activities within a structured process framework Prioritizating & filtering the changes, basis on the urgency & impact of the change Gathering appropriate information based on the type of change Engaging the implementation entities for the execution of change Timely & Effectively updating the internal & external change tools Conduct post change implementation reviews to assess the performance of the change request Engage with implementation teams to instantly resolve failed/incorrectly implemented changes
About You
Service oriented with good customer service skills
Good interpersonal and communication skills.
Good time management, and organisational skills
Ability to carefully plan and co-ordinate work according to a demanding time schedule.
Flexibility in terms of working hours
Willingness to work in shifts.and on call support 24/7
Ability to lead crisis bridge, bring all required entities in call, share meeting minutes, track actions and own incidents and changes end to end.
Ability to build relationships with peer and management levels both with clients and the company management
Excellent matrix management and Team Player.
Good understanding of Cisco routing and switching technology.
Basic understanding of SD WAN solutions
Basic understanding of security platforms.
Fair understanding of Ciso Wireless Technology.
Multitasking and able to perform under pressure.
Proactive, self motivated and determined attitude.
Good understanding of incident and change process and ITIL best practices.
Ability to clearly articulate messages to a variety of audience .
You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.
What We Offer
- Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
- Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
- Professional Development: training programs and upskilling/re-skilling opportunities.
- Career Growth: Internal growth and mobility opportunities within Orange.
- Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
- Reward Programs: Employee Referral Program, Change Maker Awards.
Only Your Skills Matter
Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.
