Engineer-Integrated Ops

Join us at Orange Business!

We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.

Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

To be responsible for the management of both proactive and reactive incidents  ensuring a professional and consistent delivery of quality services to our Customers.

Ensuring correct execution of Incident management process,  accountable for the general procedure management, taking care that the required resources for incident resolution are engaged and the customer is informed appropriately about the progress

To be responsible to take decisions on the best course of actions in the restoration of the service and direct customer expectations in agreement with CSMs and or Partner support teams;

Act as a point of contact for coordinating with other internal and external teams to resolve the key/complex operational issues that are impacting customer satisfaction (technical escalation) and for all problem records .

Effectively control the incident queue to ensure that all incidents are actioned in a timely and efficient manner. Monitor the number and  age of pending incidents to  ensure timely incident  resolution.

Review the daily dashboard  report and initiate corrective action to resolve long pending incidents (more than 24, 48 hours)

Strictly follow the escalation process for both internal functional and hierarchical and external management  to ensure speedy restoration of the services.

Provide technical support to Service Desk specialist to help them solve complex issues, thereby helping them increase their knowledge levels.

To be available 24X7 in handling complex major and mission critical site incidents. and BCP situation 24/7 365 days (includes  public holidays,  off hours , weekends) on call basis  if required  as per roster.

To own and to prepare summary  incident reports on critical/ complex/Major incidents  suitable for internal and external management review.

Leading the "end-to-end" change management activities within a structured process framework

Prioritizating & filtering the changes, basis on the urgency & impact of the change

Gathering appropriate information based on the type of change

Engaging the implementation entities for the execution of change

Timely & Effectively updating the internal & external change tools

Conduct post change implementation reviews to assess the performance of the change request

Engage with implementation teams to instantly resolve failed/incorrectly implemented changes

Service oriented with good customer service skills Good interpersonal and communication skills.Good time management, and organisational skillsAbility to carefully plan and co-ordinate work according to a demanding time schedule.Flexibility in terms of working hoursWillingness to work in shifts.and on call support 24/7Ability to lead crisis bridge, bring all required entities in call, share meeting minutes, track actions and own incidents and changes end to end.Ability to build relationships with peer and management levels both with clients and the company managementExcellent matrix management and Team Player.Good understanding of Cisco routing and switching technology.Basic  understanding of SD WAN solutions Basic understanding of security platforms.Fair understanding of Ciso Wireless Technology.Multitasking and able to perform under pressure.Proactive, self motivated and determined attitude.Good understanding of incident and change process and ITIL best practices.Ability to clearly articulate messages to a variety of audience .

You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.