Operational Manager - Technical Leader

Votre rôle

• Provide level 3 network support, to all network related incidents (SDWAN, WAN, LAN, WLAN, etc.) to global incident management teams.
• Responsible for all operational faults/crisis for all customers supported by OBS, acting as highest operational technical escalation level
• Responsible for fault isolation and providing proper resolution
• Act as service matter expert for all new technologies & be SPOC for their support related issue, knowledge road map during his shift.
• Provide professional technical support and troubleshooting for all issues escalated from the service desk & incident management teams.
• Provide proper resolution in complex customer issues; diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
• Provide status updates to the service desk & incident management teams to Inform customer on technical progression, if required.
• Ensure service level agreement “SLA” is met during incidents handling.
• Act as the Global expert team in some required network services, i.e ISDN, Legacy products, etc.
• Responsible for the verification and/or recommendation of the correct and appropriate hardware/software customer configuration of equipment toward resolution of customer faults.
• Able to work closely with field engineers, Vendors and Service Providers to adequately test and resolve hardware/software issues.
• Resolve customer configuration problems, identify product malfunctions, and simulate communication problems in lab environment for problem resolution.
• Document all troubleshooting and case management actions via OBS ticketing system.
• Technical guidance, job coaching and support to the service desk & incident management dept. through training sessions if required.
• Designing & providing technical input to the Company’s technical & procedures knowledge base following the ITIL standards.

Votre profil

• Cisco Routing & switching expertise essential, voice/IPT, IPSec, DSL, OSPF, EIGRP, BGP4, RIPV2, MPLS VPN, Dial Solutions, QoS.
• IPSEC & GRE tunneling protocols.
• Deep knowledge of various Cisco WLAN deployment/solutions
• Solid hands-on experience on WLAN
• Good understanding AirOS/IOS-XE Wireless LAN Controllers
• Solid knowledge for SDWAN
• Good knowledge for QoS
• Good time management, and organizational skills
• Good interpersonal and communication skills
• Proactive, self-motivated, and determined attitude
• Problem solving skills
• Good negotiation skills
• Customer Oriented Attitude
• Ability to work on out of business hours, based on customer requests
• Fluent in both spoken and written English
• Team Spirit
• CAN-DO attitude

Educational Background:

• Bachelor’s degree in telecommunications field
• CCNP certified is a must
• SDWAN and WLAN knowledge is mandatory
• CCIE knowledge is big plus

Le plus de l'offre

• Global opportunities: Work in multi-national teams with the 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

Entité

Global Delivery & Operations

Contrat