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.

Responsibilities:

 

Incident Management

• To manage customer issues and or requests relating to the security technologies according to Service Level Agreement and standard incident management processes. These technologies may include but are not exhaustive to Checkpoint, Fortinet, Palo Alto, Ivanti, F5 Big IP, Zscaler, Cisco, AWS etc. These issues could be raised by

                         Customers themselves (Reactive Support),

                         Monitoring activities (Pro-active Support)

                         Level 1 service desk support team.

• Acknowledge incidents within agreed SLA.
• Proactive monitoring for systems and solutions to ensure service availability for customers.
• Troubleshoot issues related to automatic backup of configuration of equipment.
• Initiate Root Cause analysis when total outages are resolved or upon management requests.
• Lead troubleshooting calls with end-users, other support teams and vendors.
• Demonstrate advanced troubleshooting skills during incident investigation.
• Regular reviews with Level 1 security support, Level 2 support (FR / MRU) and engineering teams for post-review incidents.
• Achieving and exceeding customer satisfaction remains the major goal.

 

Change Management

To handle change requests on customers' Security infrastructures & technologies with respect to the defined Service Level Agreement.

• Change may be initiated following customer or internal requests.
• Perform Risk Level Assessment together with related stakeholders before validation of change requests.
• Work on complex changes.
• Plan and perform intervention on customer’s infrastructure in HNO.
• Migration and upgrade of equipment.
• Ensure customer acceptance tests are performed successfully.
• Ensure Supervision of equipment is activated/deactivated where required.
• Update CI tools (Configuration Items) after each operation performed.

 

Customer and Relationship management

• Provide appropriate solution, information, or incident resolution actions to the customer or to Level 1 engineer.
• To work closely with FR team.
• Regular follow up with TAM and Level 3 teams.
• Contribute to the handling and resolution of customer escalations.
• Compilation of customer monthly report.
• Ensure changes does not compromise overall customer infrastructure.

 

Case management follow up and resolution

• Regular follow ups on vendor cases.
• Provide expert level technical support to ensure service delivery or service restoration.
• Transfer/Relay cases to other support entities for either remote or on-site intervention.
• Ensure that service level agreements are met for all requests delivery and incident resolution.
• Monitor tickets backlog daily and follow-through on incidents.

 

Requirements:

 

Advanced English level to speak, read and write (will be tested)

Open to hybrid working scheme

Experience with firewalls such as Checkpoint, Fortinet, Palo Alto, Cisco, Ivanti, F5 Big IP, Zscaler, AWS etc.,

Experience with Security equipment configuration and troubleshooting.

Complete College/Bachelor degree in the tech field

 

Self-Development

Increase competency level via self-assessment, and active participation in training.

Achieve relevant certification on products or technologies in order to better support the line of business.

Understanding standards and processes.

Maintain and uphold Orange Business values.

Act as customer, process, and tools champions.

Organize workshops for knowledge sharing and for the training of team members and Level 1 technicians.

Team working: Contribute to team working by reporting any operational or customer related anomaly.

Provide live and direct support and advice to team members for case management or customer interface.

Transitioning of new activities, customers, releases, and processes

Facilitate the integration of new customers.

Assist in the launch of new activities and/or technologies within the team.

Circulate/spread knowledge regarding new releases of supported products.

Publish new customer specific guidelines.

You bring passion, energy, taste for exploration and adaptability. You seek the opportunity to expand your knowledge and develop new skills.

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.


• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).


• Professional Development: training programs and upskilling/re-skilling opportunities.


• Career Growth: Internal growth and mobility opportunities within Orange.


• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.


• Reward Programs: Employee Referral Program, Change Maker Awards.

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, 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.