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Galerie Technical Management Specialist (Network Specialist)

ref : 553606 | 23 avr. 2019

date limite de candidature : 22 juil. 2019

Moka Road, Rose Hill, Mauritius - Ile Maurice

votre rôle

The Galerie Technical Management Specialist has a key role to play in the management of, Orange Business Services, Business VPN Galerie customers.

Key roles include:

  • Acting as an operational point of contact on supported services for customer/global business owner contacts
  • To ensure excellent customer service at all point in time while interfacing with customers/ global business owners
  • To ensure excellent quality of service as per SLAs / OLAs for customer and KPIs for respective Line of Business (LoB)
  • To ensure expert level of intervention for incident management / change management / implementations and cessation requests.
  • To collaborate with Senior Operations Manager of LoB on existing/new training/ process documents in order to ensure smooth operations

 

key accountabilities

Customer relationship management

  • Interface with internal and external customers by phone / mail / instant messaging.
  • Provide appropriate solution, information on request submitted by our customers
  • Ensure customer satisfaction index is maintained at following service delivery or incident resolution

Pre-deployment study

  • Detailed analysis of Core Network to check if Business VPN Galerie could be implemented This includes:
    • Impact assessment of adding service to customer network
    • Understanding of customer Network topology
    • Provide expert advice to VPN Owners and customer on changes to apply on their architectures
    • Inform internal team of planned maintenance carried out by third party provider involved in Galerie services

Galerie Delivery Management

  • Acting as Order Delivery Management for new / change / cessation orders for Galerie Service
  • Retrieve and complete Service Request Form (SRF2) from ordering tool and initiate requests as expected
  • Manages delivery of BVPN Galerie components
  • Preparation of handing over documentations to operations
  • Assigns implementation to respective teams (locally based or abroad)
  • Ensure timely follow-ups

Implementation Management

  • Manages new / modification and cessation requests from customers within agreed SLAs
  • For non-catalogue requests, ensure analysis and study is done prior to validate implementation
  • Provisioning and booking of resources on Orange side and Partner side whenever applicable

Self-Development

  • Increase competency level via self-assessment, and active participation to trainings

Understanding of standards and processes

  • Abide by the job processes and rules: Customer relationship methodology,  phone usage, recording of all customer interactions
  • Maintain and uphold Orange Business Services values
  • Act as customer, process or tools champions and organize workshops for knowledge sharing and for the training of team members

Working in team

  • Provide live and direct support and advice to team members for case management or customer interface
  • Contribute to team working by reporting any operational or customer related anomaly
  • Provide coaching, assistance, support and training to team members for case management or customer interface
  • Act as customer, process or tools champions and organise workshops for knowledge sharing and for the training of team members
  • Act as SPOC for his dept with the central training organization and plan training activities for the team
  • Participate in customer SIP

Transitioning of new activities, customers, releases and processes

  • Facilitate the integration of new customers
  • Assist in the launch of new activities and/or products within the team
  • Circulate/spread  knowledge regarding new releases of supported products
  • Publish new customer specific guidelines

votre profil

Skills:

  • Bilingual – English & French written and spoken
  • IT Proficient: MS Office Software Suite: Word, Excel, Outlook
  • Good experience on Network environment,
  • Excellent Knowledge on Unix/Linux OS and windows
  • Excellent Knowledge on Extranet/Internet protocols (TCP-IP, SMTP/POP, DNS, Proxy etc.)
  • Good Working experience in Operating Systems – Windows/Linux
  • Good knowledge (Cisco, Firewalling, Routing, VLAN)
  • Good knowledge of TCP/IP (networking, protocols), Application Servers

Knowledge:

  • Information Technology
  • Knowledge Management Systems
  • Process and Standards
  • Support/service Organization
  • Customer Relationship Management

Abitilities:

  • Good communication skills
  • Excellent customer facing skills are required
  • Excellent troubleshooting and analytical skills
  • Good time management, and organizational skills
  • Team work, uses a team approach to solve problem when appropriate.
  • A determination to process tasks according to pre-defined processes is essential.
  • Ability to build relationships with peers and management levels and customers.
  • Proactive, self-motivated and determined attitude.
  • Tenacity.
  • Flexibility in terms of working hours.
  • Ability to work under pressure & multi-task, using a team approach to solve problem when appropriate
  • Results driven/orientated, and problem solving skills.
  • Need a willingness to learn and expand knowledge
  • Expert troubleshooting and incident resolution
  • Good Coaching and Training Skills

Education, Qualifications, and Certifications

  • Minimum degree in IT or Telecommunications
  • ITIL V3 Foundation (optional)
  • CCNA, CCNP (recommended)
  • Juniper Certification (optional)
  • Linux Certifications (optional)

 


le plus de l'offre

Experience

  • 3 years as IT customer support or IT Administrator  or 2 years in a similar role

entité

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.


contrat

CDI

Orange Business Services

top employer MU-2019

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