Incident Management Specialist
منذ 17 يوم

about the role

  • provide a professional second and third technical support for Enterprise Network Management customers
  • provide third and fourth level of troubleshooting for legacy customers and customers owned networks
  • owns the chronic and the complex problems / incidents.
  • Execute the simple changes for the CIC2.0 customers
  • higlight all the single point of failures and potential issues that might affect the customer to the customers' account team.
  • diagnose fault-related cases by effectively utilizing software diagnostics and other network / product utility programs.
  • provide updates as needed to the customer in order to meet performance objectives.
  • comply with all the special process and procedures agreed with the account teams and customers.
  • ensure cases are allocated to the most appropriate next step’ as part of the case flow process
  • perform technical escalations in line with company procedure.
  • monitor systems, customer networks and products, and deal with alerts and events as appropriate.
  • liaise and refer issues to correct / relevant entities when needed.
  • document all troubleshooting and case management actions via the electronic case management system.
  • undertake any other reasonable task as assigned.
  • ability to build relationships with peer and management levels both with clients and the company management
  • determination to process tasks according to predefined processes is essential.
  • drive chronic and complex cases in to quick and efficient resolution.
  • act as a case manager in order to always push for faster issue resoultions.
  • provide technical training to the team members when required.
  • about you

  • minimum 1 years hands on experience in operational networks.
  • excellent network troubleshooting skills in the following :
  • VPN Architecture : Overlay (LANAS), Routing (IPNet) or MPLS / BGP (IGN).

  • network devices : Cisco (Routers, switches,WAAS,AP,WCS, and IP telephony ), Nortel (Switches, VPN routers and IPSEC gateways), HP Switches
  • remote Access : PPP Dial (ISDN / PSTN).
  • routing protocols (EIGRP, OSPF, EIGRP and BGP).
  • Intensive Knowledge of QoS
  • layer 2 access protocols (Frame Relay and ATM), and X25.
  • tunneling protocols; IPSEC
  • IP Telephony
  • Voice over IP knowledge.
  • Must Have CCNA Certification
  • Nice to Have CCNP or CCIP
  • HP Switches knowledge is a plus
  • Knowledge with Riverbeds , Cisco wireless Access Points and Location Appliance
  • personal skills
  • quickly acquires and applies new knowledge when needed.
  • demonstrates cooperation and teamwork.
  • problem Ownership until resolution.
  • prioritization and balance in tense situations and work activity in multitask situations.
  • service oriented, customer focused, and have the ability to resolve complex problems through a calculated and methodical approach.
  • good interpersonal skills.
  • good time management, organizational and communication skills.
  • ability to coach and mentor peers and subordinates.
  • ability to lead and provide direction in resolving business critical problems at the highest organizational level.
  • proactive, self motivated and determined attitude.
  • flexibility in terms of working hours.
  • Fluent English is a MUST
  • 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.


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