Industry Type:
IT / Software Dev
Job Detail:
about the role
The Problem Manager position is critical and will be solely responsible for supporting all problem management activities. The customers demands are high, and the activity level is intense. Hiring a Problem Manager will significantly contribute to creating a more stable and efficient operational environment, enabling Orange to deliver high-quality services that meet the customers expectations.
1. Primary Job Purpose To troubleshoot and resolve complex customer related faults. Perform problem management activities in determining root cause of incidents and unknown errors. Document knowledge gained on each problem for the benefit of Incident Management. Work with vendors and providers in order to provide final resolution to any Problem Request received.
2. Key Result Areas
Perform Problem management activities when received till determining root cause of problems.
Timely and High-Quality handling of all Problem Requests.
Provide technical support for the resolution of repeated/Chronic problems if requested.
Interact with Vendors as well as engineering teams in problem management activities.
Update the Known error data base with new errors found and publish them after acquiring appropriate approval.
Trend analysis to determine specific trends and detect root causes of service deterioration.
Responsible for the verification and/or recommendation of the correct and appropriate hardware/software
To prepare various reports as required.
Drive various improvement projects in line with problem management initiatives.
Shift work/on-call may be required.
3. Dimensions Role will impact on:
Customer experience
Service stability
Effective daily operation of the team
4. Skills and Knowledge Educational Qualifications:
Degree or equivalent Relevant Experience:
Overall experience of 8+ years Desired skills/knowledge:
Fluent in written and verbal English
Exceptional customer handling skills
Expected to understand all the necessary tool sets deployed for monitoring and management of the services
ITIL Service Management certification preferred
Excellent training & coaching skills
Good people management skills with a demonstrated ability to motivate employees Ability to communicate at all levels across the business
Excellent customer service skills
Ability to learn quickly and understand basic network connectivity and infrastructure
Good interpersonal skills, time and matrix management skills
Willing to work in night shift on rotational basis if needed
Capable of representing the organisation during major incidents
Able to work within a time critical, customer focused environment
Ability to multi task and work under pressure
Ability to recognize and nurture potential in others
about you
Technical Understanding
- Expert level understanding in any one of the domain Voice, Security or Data networks , LAN , WAN , Wireless , SDWAN
- Understanding of the routing, switching, VOIP, MPLS, Metro Ethernet etc
- Fortinet Firewall
Certification
- ITIL V4
- CCNA , CCNP
- SIAM
- Azure
department
Global Delivery & Operations
Orange Business 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.
