Votre rôle
The responsibilities will include but not limited to:
- Provide L3 support for issues reported from L2 for multiple technologies, and act as a technical escalation point.
- To coordinate directly with the vendors when needed to achieve fault resolution within SLA definitions.
- To coordinate with the engineering team on the validation of new releases.
- Act as a point of reference for both Technical and Processes inquiries from other team members or external customers.
- Act as a coach/mentor for both his team and other teams like Service Operations Teams and Change & Release management teams, prepare training material, arrange for training premises and aids and provide training sessions
- Provide next level technical support for Level 2 Engineers.
- Resolve service problems by performing root cause analysis and designing action plans for unknown errors reported through: Problem Management Dashboard.
- Perform SIPs actions managed by senior engineers and update the action plan of the SIP
- Perform technical & management escalation as implied by the escalation process to ensure security tasks are progressing toward resolution and/or completion.
- To have view on team vision in order to apply it on day2day activity scope
- Communicate to managers areas of improvements and process gaps
- Keep managers updated regarding escalated/critical issues
- Lead on-boarding plan for new comers ( follow up on their knowledge growth, access creation, weakness points ,,,etc )
- Contribute in customers handover specially for customer with special process/solutions
- Perform any additional tasks that will be assigned by the team manager
Votre profil
Must have
- At least 7 years of professional experience.
- At least 5 years of IT/Network security support technical experience.
- Very good understanding of network security technologies
- Excellent understanding of IT & networking fundamentals
- Excellent phone business communication & facilitation skills
- Good understanding of the mobility and managed authentication services
- Good understanding of ITIL incident & change management processes.
- B.Sc degree in computer, communication or electronics engineering.
- Fluency in English both Written and spoken
- Very good communications Skills
Nice to have
- Certification in CCNP Security, PCNSE, CISSP
- Soft skill / business courses (Time management, facilitation skills, interpersonal skills, etc ...)
- Fluency in French both written and Spoken
Le plus de l'offre
Entité
Global Delivery & Operations
Orange Business 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
Contrat
CDI
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