Analyst - Operations

• Maintain comprehensive knowledge of network operation platforms, protocols, and services across technical domains including SDN, Private Cloud, Content Delivery Network, Voice, and IP networks.
• Diagnose and resolve network and service issues using complex test tools, ensuring continuity and adherence to service standards.
• Develop and implement automation solutions utilizing Python, RPA, and other technologies to improve operational efficiency.
• Leverage Machine Learning and Artificial Intelligence tools to enhance diagnostic capabilities and incident resolution processes.
• Support technical change control related to service architecture, preserving system integrity.
• Proactively manage incident response with initiative and effective action, particularly in emergency situations, requiring minimal supervision.
• Provide advanced technical support for global customer service centers by resolving medium-complexity backbone network and SDx/Cloud infrastructure issues promptly and effectively, aligned with functional KPIs.
• Identify and troubleshoot backbone network congestion, coordinating with Network Build and Run teams to ensure timely capacity upgrades.
• Contribute to network performance goals and customer satisfaction by delivering high-quality second-level technical support across backbone network platforms and SDx/Cloud Infra services.
• Communicate fluently in English; additional language skills are considered advantageous.
• Execute proactive monitoring across network platforms including SDN, Private Cloud, Content Delivery Network, Voice, and IP networks to promptly identify and resolve issues.
• Perform detailed diagnosis and troubleshooting using technical expertise and automation tools to resolve platform incidents efficiently.
• Automate operational tasks through tools such as Incident Orchestrator, optimizing alarm configurations to reduce response times.
• Maintain clear and consistent communication during shift handovers to preserve operational awareness and accountability.
• Manage medium to high-complexity incidents with appropriate escalation, ensuring adherence to service standards and customer satisfaction.
• Balance incident management duties with preventive operations tasks guided by business impact priorities.
• Conduct quality of service analyses and participate in problem management aligned with service-level and operational-level agreements.
• Stay current with operational procedures and apply them accurately to daily tasks to ensure consistency and quality.
• Provide technical guidance and procedural support to team members to enhance collective expertise and operational performance.
• Monitor recurring incidents to develop and implement proactive corrective and preventive actions.
• Coordinate with vendors, field services, and carriers to manage testing, hardware replacements, and escalations, maintaining service availability.
• Support supervisory personnel during major incidents or crises by assisting in effective response and recovery efforts.
• Participate in business continuity, disaster recovery, and crisis support activities beyond standard hours to ensure service resilience.

• Exhibits advanced capability in improving global operational effectiveness within network environments by applying rigorous methodologies.
• Demonstrates proficiency in troubleshooting to identify and resolve technical issues across diverse platforms effectively.
• Applies advanced knowledge and development proficiency to support continuous learning and system enhancements.
• Maintains adherence to defined procedures ensuring consistent execution of operational tasks with quality.
• Collaborates effectively with cross-functional teams to deliver operational objectives and uphold service standards.
• Manages time efficiently to balance competing priorities and meet operational deadlines consistently.
• Possesses foundational leadership and matrix management skills to facilitate basic team guidance and interactions.
• Utilizes delegation skills to promote team efficiency while maintaining accountability and quality.

• Adapts flexibly to dynamic operational requirements, maintaining focus on delivering results aligned with organizational goals.
• Communicates clearly and professionally to foster alignment and transparency with diverse stakeholders.
• Drives continuous improvement initiatives and actively seeks automation opportunities to enhance operational performance.
• Prioritizes workload strategically to balance quality with timely completion of tasks.
• Manages multiple responsibilities effectively in collaborative team environments, ensuring smooth operations.

The benefits of being Orange

Orange Business was certified as one of the best companies to work by the Great Place to Work Institute from 2012 to 2015. Since 2016, Orange has been awarded as the Top Employer Brazil. The comprehensive independent research revealed that the Company provides excellent employee conditions, nurtures and develops talent throughout all levels of the organization, and has demonstrated its leadership status in the HR environment, always striving to optimize its employment practices and to develop its employees. And since 2015, Brazil has been recognized by the Gender Equality & Diversity for European and International Standard Certification.

Because Orange Business hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

• Medical plan
• Dental plan
• Life insurance
• Meal allowance
• Transportation allowance
• Bonus plan
• Gympass
• Day care
• Private pension fund
• Birthday gift (day off)
• Give a day, get a day (day off)
• Maternity Leave (6 months + 1.5 year of teleworking)
• Paternity Leave (15 days + 5 months and 15 days of teleworking)
• Orange Employee Solutions (psychological and legal assistance)
• Shiatsu
• Labor gymnastic
• Teleworking Reimbursement
• Flexibility
• Friendly and caring environment
• Global work environment.