Job Purpose :
Part of Multi-sourcing Service Integration MSI Center. Deliver all Moves, Adds & Changes on customer network connections, performing technical feasibility study and end-to-end change management by coordinating with internal specialist teams.
For IPVPN & Enterprise Telephony Customers implement the simple and standard changes & get the complex changes activated in agreed time as per SLA with Customer.
Key Tasks and Responsibilities :
Ø Assess requests for change that originate from incident management, problem management, release management, or continuity management.
Ø validate and classify the change request according to its complexity defined in the Change catalogue
Ø Register changes as needed to handle requests for change or receives change requests from other change initiators
Ø Determine the risk and impact for requested changes
Ø prepare implementation plans by creating tasks
Ø Implement simple and standard change requests for IPVPN & Enterprise Telephony
Ø For complex changes liaise with correct entity to get the change implemented in agreed time as per SLA with Customer
Ø Monitor the progress of changes.
Ø Monitor and report quality of first time right, on-time change implementation
Ø Ensure and monitor delivery of change implementation within agreed lead times
Ø Perform the pre-checks before the change window time
Ø Guide the field Engineer for all scheduled change activities
Ø Perform the post-implementation review
Ø Check with the customer that his application is running with no problems.
Ø Send success report to all involved entities after the completing the change
Ø Once the change process is completed, the entire process should be documented in a database (CMDB) that all stakeholders can access
Ø Manage Project and bulk change requests using standard process and procedures
Ø Assess, prioritize, respond and report on time for expedite requests
Skills / Qualifications :
Ø Excellent Knowledge of networking technologies at layer 2 and layer 3 of the OSI Model
Ø Understanding of networking technology LAN, WAN, UCC
Ø Cisco Call Manager Experience
Ø Understanding of VOIP and IPT technology
Ø Willing to work in 24x7 environment
Ø Good interpersonal, communication skills
Ø Good time management, and organizational skills
Ø Ability to work under pressure to deal with multiple tasks
Ø Customer Oriented Attitude
Ø Ability to work under pressure and multitasking
Ø Proactive and self-motivated
Ø Good analytical and problem solving skills
Ø Team Spirit
Ø Fluent in both spoken and written English
Educational background :
Ø Degree in telecommunication and / or computer sciences engineering field
Ø CCNA is a must
Ø CCNA Voice or CIPT certified person is preferable
Ø ITIL Foundation Knowledge
Ø ITIL Foundation Certified is preferred
Professional Experience :
Ø 1-3 years’ experience in telecommunications field
Ø 1-2 year of - Experience in networking operational environment (IPT / VOIP / IP)
Ø 1-3 years’ experience in a customer oriented position
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.