Maximize the quality of the delivered services and customer satisfaction by validating the provided detailed technical design of complex VPNs in terms of feasibility, ensuring on-time and error-free implementation and proactive network auditing
Optimize cost-effectiveness of service provisioning by efficient involvement of support models , tools and processes
Efficiently and promptly, plans and standardizes ways to minimize the impact of change and incidents on business operations.
Responsible for implementing all IP configuration changes on the Customer network and incidents if agreed.
Manage customer network integration and provide expertise to implement hybrid and customized networks for the company.
To deliver outstanding customer experience via on-time, right first time implementation of customer RFCs.
Maintain a high quality of output and ensure completion of tasks to a target of zero errors.
Participate in Low Level Design calls with Technical Design Consultants and propose changes for Network Design Implementation and Integration.
Knowledge of WAN, MLAN, WLAN, SDx, Optimization and Scripting (Automation).
Knowledge of New Technologies – ISE, PRIME, DNA-C.
Participate in Technical escalation management.
Lead/drive Technical SPOC for L1-L2 teams, Escalation point of contact for the internal level 1 and 2 support team.
Perform Quarterly/Half yearly technical audit for the designated customer network.
Manage level3 incidents and lead technical discussions with customer and internal stakeholders.
Deliver customer specific or new technology trainings to the team/cross functional teams.
Documentation of change performed in customer network.
Perform weekly/monthly security audits
Build final config and perform SAT/CAT for customers.
Level-3 entity for chronic incidents and major escalations.
Participate in monthly customer meetings coordinated by the CSM as extended team.
Support 24*7 and also support Out of office hours change requests / Planned Works from internal & external customers .
Compliance of Orange process and Support in Databases and tool updating during BAU and migration Projects .
Managing & communicating change based on creative / innovative thinking driven by changing customer / business requirements.
Ability to work under pressure, dealing with multiple tasks.
Applies significant knowledge of industry trends and developments, best practices, implements effective continual improvement solutions.
Creates and executes development plans and revises as appropriate to meet changing needs and requirements.
Project manages bulk & complex migrations using standard process and procedures – CMRM.
Measure Change Management efficiency – quality and throughput and ensure the team’s performance meets or exceeds the set KPIs.
Monitor the roll-out and compliance of the defined processes, procedures and audit the adherence to standards.
Minimum 8 to 12 years of experience.
Area of expertise – Cisco & Juniper routing & switching,Nexus,ACI,VxLAN, Wireless LAN ,SD WAN, Meraki,Viptela,uCPE,SDA,ISE.
Core experience implementing network (MLAN, WLAN, Riverbed , MPLS VPN, QOS, Routing Protocols, SDWAN).
Basic knowledge Perl or Python Scripting, Linux will be preferred.
Good knowledge of industry standards and compliance requirements.
Service Level Management
Job Contacts Within Orange Business Service
Account Managers, PS Consultant Project Managers, Customer Service Managers Support organizations (VPO Duty, VPS, DSL LCM, IOC) Network Support entities Business Support Executives
Outside Orange Business Service
Customers Cisco Technical Support
Key Output and Metrics:
Design validation Customer technical documentation Change Management KPI Implementation KPI Contribution to Service Improvement Plan Customer Satisfaction
Customer Services & Operations
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