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Orange Business Services
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Engineer-Integrated Ops

Engineer-Integrated Ops

Orange Business Services

1 - 4 years

2 - 5 Lacs

Gurugram

Posted:1 day ago| Platform:

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Skills Required

Wireless Change management Customer satisfaction Analytical Service desk Incident management Management cisco Operations Technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

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 24X7X365 (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

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 24X7X365 (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

To ensure the incident management practices are followed diligently , leading to excellent reviews and feedback from the customer ( CSAT)

To ensure that customer SLAs are always met

Service oriented with good customer service skills
Good interpersonal, analytical and communication skills
Good time management, and organisational skills
Ability to carefully plan and co-ordinate work according to a demanding time schedule
Flexibility in terms of working hours
Willingness to work in shiftsand on call support 24/7
Ability 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 management
Excellent matrix management and Team Player
Good understanding of Cisco routing and switching technology, SDx solutions, Security platforms and wireless technologies
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
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