About the role
Serving as a customer advocate and managing the supplier services
Managing escalations exceptional to the IT Help Desk process
Conducting monthly service reviews
Analyzing trouble tickets to monitor service trends and determine chronic issues
Participating in, and leading when appropriate, crisis management teams for major incidents
Participating in, and leading when appropriate, post mortems for major incidents
Managing RCA and Problem cases where specific to infrastructure as the result of a major incident or chronic issue
Serving as a liaison between OBS IT (IT Help Desk, and other OBSIT organizations) and supplier to manage issues, escalations, and information requirements
Project Management role managing several transverse and complex project
Contribute or lead projects for new interco creation or network design or any other in connection with the Network activity
Coordinate all stakeholders during major change affecting the Network
Prepare and present change during CAB
Good Knowledge of Networking, IP and Internet technologies required.
Basic Knowledge of security technologies such as Authentication, PKI, Encryption, Anti-Virus, Firewalls, and Intrusion Protection is a plus.
Project management experience required (5 years minimum)
Proficiency with Microsoft Office products (word,excel,powerpoint..)
Sharepoint and plazza (Orange tool) knowledge desirable
Excellent verbal and written communication skills
Ability to coordinate multiple services and needs from providers, staff and partner / customers
Ability to work under pressure
Ability to prioritize and make appropriate trade-offs.
Ability to adapt services to changing requirements
Fluent in spoken & Written English. - French spoken is a plus
Educational background :
Computer, Communication or Electronics MIS, B.Sc. or B.Eng. Degree.
Certification in Project Management is a plus. e.g : PMI
Customer Marketing& Innovation
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.
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