Problem Management Expert
Orange
Cairo
منذ 4 يوم

about the role

Perform 3rd level troubleshooting in all tickets related to Internetworks Problems Escalated by customer’s Service Desk / Incident Management in order to Fix the problems and find root cause for it , to maintain customer’s Network operations.

Contacting vendors and following up until problem resolution.

Timely and High-Quality handling of all subcases dispatched to IOC-Global Queue.

Use all forms of training provided by Equant to keep up-to-date with existing and new services and technologies

Improvement of the OBS knowledge base.

Provide support to all GCSC staff in relation to questions concerning Technical assistance , status of sub cases or existing processes for routers related issues.

Respond to Customer’s Technical enquiries.

Provide Coaching and support for team members

Handling First Level of escalations for all subcases received

Act as team supervisor in case of supervisor not available.

Other (if applicable) :

  • Shift work / on-call may be required.
  • Job Contacts :

    Within Orange Business Services :

  • All Help Desk teams within Orange Business Services .
  • Customer Service Managers.
  • Project managers
  • Outside Orange Business Services :

  • Orange Business Services customers
  • External Vendors ( Cisco / Huawei )
  • about you

    Service oriented, customer focussed, and have the ability to resolve complex problems through a calculated and methodical approach.

    Excellent customer service skills.

    Excellent problem solving skills are necessary.

    Proficient in English.

    Good time management, organisational and communication skills

    Good interpersonal skills.

    Ability to work under pressure.

    Ability to deal with multiple tasks.

    Ability to build relationships with peer and management levels both with clients and the company management

    Ability to act as the customer representative with suppliers and vendors.

    Ability to coach and mentor peers and subordinates

    Proactive, self-motivated and determined attitude.

    Flexibility in terms of working hours.

    Good commercial awareness.

    Presentation / Report writing skills

    Educational background :

    University degree in Telecommunication field.

    Professional Experience :

  • A minimum experience of 3 years in network operations related position is required
  • A minimum experience of 1 year within IOC / IPE team ( Senior Specialist )
  • Cisco Certified Network Professional (CCNP) or Cisco Certified Internetworking Professional
  • CCIP) or equivalent hands-on experience is required.
  • Scope of technical expertise must include some the following Experience :
  • o VPN Architecture : Overlay (LANAS), Routing (IPNet) or MPLS / BGP (ICN).

    o Network devices : Cisco Routers / Switches , Wireless Lan Controllers and Access Points , Nortel Connectivity Switches.

    o Remote Access : PPP Dial (ISDN / PSTN).

    o Routing Protocols : OSPF, IGRP, EIGRP, BGP4, MPBGP or RIP.

    o Security Protocols : IPSEC.

    o Legacy Protocols : DLSW, ALPS , SDLC, IPX, SNA,

    o WAN Protocols : X.25, Frame Relay (FR) , ATM, Metro Ethernet and DSL.

    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.

    Regular

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