Subject Matter Expert

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.

Role Overview

We are looking for an experienced UCC, Network & Security professional to provide end-to-end support for enterprise infrastructure in a global managed-services environment. The role will cover Unified Communications & Collaboration, Voice/Video/AV, Network, SD-WAN, Internet, Firewall, VPN, SASE/SSE and Network Security.

The candidate will be responsible for monitoring, incident and problem management, troubleshooting, change implementation, service improvement, customer coordination and proactive automation across a multi-vendor environment.

Key Responsibilities

Provide 24x7 operational support for enterprise UCC, Network and Security infrastructure.

Monitor infrastructure and proactively identify service-impacting issues.

Troubleshoot complex incidents across UCC, Voice, Video, Network and Security domains.

Provide L1/L2/L3 technical support based on role requirements and ensure timely SLA-based resolution.

Own incidents from identification through resolution, including major/P1/P2 incidents.

Perform technical troubleshooting, root-cause analysis and permanent corrective actions.

Coordinate with internal technology teams, customers, OEMs, ISPs and third-party vendors.

UCC / Voice / Video / AV

Support enterprise Unified Communications and Collaboration platforms.

Experience with Cisco Collaboration/Webex, Microsoft Teams, Zoom, Avaya, Poly, Crestron or equivalent platforms.

Troubleshoot SIP, VoIP, call routing, dial plans, registration, SBC and media-related issues.

Support Video Conferencing and meeting-room infrastructure.

Troubleshoot VC endpoints, cameras, microphones, displays, touch panels and room-control systems.

Support device registration, pairing, calendar synchronization and connectivity issues.

Perform proactive UCC/VC health checks and monitoring.

Support VVIP meetings, live-assist and business-critical collaboration services.

Support UCC/VC migrations, upgrades, refreshes and onboarding.

Network

Support enterprise LAN, WAN, Internet and data-center connectivity.

Troubleshoot routing, switching, VLAN, STP, TCP/IP, DNS, DHCP and QoS.

Experience with Cisco, Juniper, Aruba or equivalent technologies.

Troubleshoot BGP, OSPF, static routing and network connectivity.

Support MPLS, Internet and SD-WAN environments.

Troubleshoot latency, packet loss, jitter and bandwidth-related issues.

Coordinate with telecom/ISP providers for circuit and connectivity issues.

Support network deployments, migrations and technology refresh activities.

Network Security

Support enterprise firewall, VPN and network-security infrastructure.

Hands-on experience with Palo Alto, Fortinet, Check Point, Cisco ASA/FTD or equivalent.

Troubleshoot firewall policies, NAT, routing, VPN and application connectivity.

Support IPsec/SSL VPN and remote-access solutions.

Exposure to Zscaler, SASE/SSE, Zero Trust, NAC and Cisco ISE.

Perform security-event and firewall-log analysis.

Support security changes, hardening and vulnerability remediation.

Work closely with SOC teams for security incidents and investigations.

Monitoring & Service Operations

Monitor infrastructure using tools such as SolarWinds, ServiceNow, NetPath, PRTG, Splunk, LogicMonitor or OEM monitoring platforms.

Analyze alerts and correlate events across UCC, Network and Security.

Identify recurring issues and service-impacting trends.

Perform proactive health checks and capacity/performance monitoring.

Maintain operational dashboards and service reports.

Ensure accurate documentation of incidents, changes and operational activities.

Incident / Problem / Change Management

Handle P1/P2/P3 incidents within defined SLA.

Participate in Major Incident Management and customer bridge calls.

Perform RCA and problem management for recurring incidents.

Prepare and implement approved changes.

Define implementation, validation and rollback procedures.

Perform pre- and post-change health checks.

Follow ITIL, CAB and customer-specific processes.

Maintain SOPs, MOPs, EOPs, runbooks and knowledge articles.

Automation & Continuous Improvement

Identify opportunities to eliminate repetitive manual activities.

Develop automation using Python, PowerShell, APIs or equivalent technologies.

Automate device health checks, monitoring, reporting and validation.

Develop dashboards for service health, availability and performance.

Support AIOps/GenAI-based operational improvements where applicable.

Drive initiatives to improve MTTR, service availability, operational efficiency and customer experience.

Customer & Vendor Management

Act as a technical interface with customer teams.

Provide regular updates during incidents and service-impacting events.

Participate in service reviews and technical discussions.

Coordinate with OEMs and third-party vendors for complex issues.

Manage vendor cases and ensure timely technical resolution.

Support customer escalations and critical business events.

Required Technical Skills

UCC / Collaboration:Cisco Collaboration, Webex, Teams, Zoom, Avaya, Poly, Crestron, SIP, VoIP, SBC, Video Conferencing and AV technologies.

Network:LAN/WAN, TCP/IP, Routing & Switching, BGP, OSPF, VLAN, STP, DHCP, DNS, QoS, MPLS, SD-WAN and Internet connectivity.

Security:Palo Alto, Fortinet, Check Point, Cisco ASA/FTD, VPN, NAT, IPS/IDS, Zscaler, SASE/SSE, NAC and Cisco ISE.

Automation:Python, PowerShell, REST APIs, JSON and basic Linux scripting.

Strong experience in at least two of the three major domains: UCC, Network and Security.

Experience in a global, multi-vendor and 24x7 managed-services environment.

Strong customer-facing and stakeholder-management skills.

Ability to work under pressure during critical incidents.

Strong analytical, troubleshooting and problem-solving capabilities.

Preferred Certifications

CCNA / CCNP

Palo Alto / Fortinet / Check Point certifications

Cisco Collaboration certifications

Microsoft Teams / Zoom certifications

Zscaler / SASE certifications

ITIL Foundation / ITIL 4

Relevant cloud and security certifications

 

 

Key Competencies

End-to-end technical ownership

Strong troubleshooting and analytical skills

Customer orientation

Incident and crisis management

Cross-technology collaboration

Vendor management

Process and governance adherence

Automation and continuous improvement mindset

Strong communication and documentation skills

Key Performance Areas

SLA / KPI compliance

Service availability

Incident resolution and MTTR

Change success rate

Problem reduction

Customer satisfaction

Proactive monitoring

Automation and operational improvement

Knowledge management

Service stability and continuous improvement

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.