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Orange Business Services
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Engineer-Integrated Ops

Engineer-Integrated Ops

Orange Business Services

1 - 4 years

3 - 6 Lacs

Gurugram

Posted:1 week ago| Platform:

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Skills Required

RCA Root cause analysis WAN Product service LAN Problem management Incident management data integrity CCNA Technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Expected tasks: - Act as point of entry for all inbound first level support calls - Adhere to published Service Desk processes, procedures and incidence excellence guidelines at all times - Manage/process common mail box efficiently and timely convert them into incidents, change etc - Manage the efficient recording, tracking and escalation of Incidents and complaints - Ensure Customers are regularly informed on request status or incident progress - Make assessment of requests that cannot be easily categorized referring them to Service Desk Supervisor if necessary for further qualification based on agreed service levels - Escalate issues when necessary to Service Desk Supervisor/Manager in line with business escalation procedures - When necessary Invoke escalation procedures relative to the appropriate Customer/Product/Service SLA with Fault Resolution groups - Manage the Request/Incident life-cycle, including closure, verification and customer communication - Manage communications with customers in event of scheduled/unscheduled service disruptions and/or outages - Assist when necessary in detecting possible problems and assigning them to the appropriate problem management entity/team for them to raise problem records, provide workarounds and conduct Root Cause Analysis activities (RCA) Provide exemplary customer focused support - Ensure incident reporting data integrity is maintained to the highest possible standards - Undertake any other reasonable task as requested by your manager Qualifications: - Graduation Degree from a recognized university - CCNA/CCNP & ITILV3 preferred Experience: - Minimum 2 year of experience in customer facing role/technical support/incident management roles - Network troubleshooting skills preferred - Basic understanding on LAN and WAN devices & connectivity preferred Global Delivery & Operations

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Orange Business Services

www.orange-business.com

Telecommunications / IT Services

Paris

27,000 Employees

273 Jobs

Key People

Christel Heydemann

CEO
Marc Jolivet

Senior VP of Innovation
Benoit Felten

Chief Technology Officer

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