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Tech Escalation Mgr-Integ Ops

Orange Business Services

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0-2 Years
a month ago
292 Viewed
5 Applied

Job Description

1. To troubleshoot and resolve complex customer related faults in a multiservice Multivendor environment.
2. Handling escalated issues for LAN/WAN, security, WAN optimalisation Zscaler related failures.
3. Leading technical bridge calls with customer stakeholders for escalated incidents till resolution
4. Working with vendors and providers to provide final resolution to any support request received.
5. To contribute in tools development to reduce human efforts and to improve customer experience
4. Propose enhancement in tools as per requirement for customer or other stakeholders
5. Timely and High-Quality handling of all support Requests.
6. Prepare Known error data base form learnings on past incidents and problems
7. Coach mentor Service Desk and Incident management teams to raise their autonomy level
8. Use all forms of training provided by Orange to keep up to date with existing and new services.
9. Responsible for the verification and/or recommendation of the correct and appropriate hardware/software
10. To prepare various reports as required.
11. Drive various improvement projects in line with problem management initiatives.
12. Shift work/on-call may be required.

about you
  1. An experience on Cisco Routers, switches and wireless configurations SDWAN solutions.
  2. Excellent troubleshooting skills on network, Proxy, security, and cloud-based solutions
  3. Scope of technical expertise must include some the following:
  • Services: LAN, WAN, SDWAN (Meraki Viptela) and IPNet (Private Internet -VPN), DSL
  • Router types: Cisco all chassis, Juniper MX
  • Routing and Other Protocols: OSPF, EIGRP, BGP4, MPLS, Metro Ethernet Access etc.
  • Remote Access: PPP Dial (ISDN/PSTN), IPsec (VPN).
  • Internet, IP security, Proxy (Zscaler), Firewalls (Fortinet, Paulo Alto, Checkpoint)
  1. Service oriented, customer focused, and have the ability to resolve complex problems through a calculated and methodical approach.
  2. Excellent communication and presentation skills
  3. Good interpersonal and time management skills
  4. Ability to work under pressure. Ability to deal with multiple tasks.
  5. Ability to coach and mentor peers and subordinates
  6. Ability to act as the customer representative with suppliers and vendors. Proactive, self-motivated, and determined attitude.
  7. Leadership and Matrix Management, Excellent training coaching skills
  8. Good analytical skills
  9. Excellent problem-solving skills are necessary. Flexibility in terms of working hours.
  10. Good Vendor management and coordination skills
  11. Team motivation and customer centric approach.
  12. Agile, flexible and innovative approach
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