about the role
should identify, troubleshoot and resolve any hardware, software or configuration related incidents observed on any equipment across customer network.
If any service impacting incident is not resolved within one (1) hour, then it will be ensured that concerned OEM engineer is available on-
site at customer central location
responsible for preparing Method of Procedure for any configuration changes, and executing any configuration changes as approved by customer
responsible for leading any planned scheduled maintenance activities.
should be able to lead any incident calls with OEM technical support and provide any inputs required for restoration.
Key Spoc for Incident , Problem & Change Management
Resolve Customer Escalations
Ensure Service Delivery as per agreed SOW / SLA
Assist Manager in monthly Dashboards / Service Level parameters
Mentor & Hand hold L1 Teams and enhance their performance
Act as a key SPOC for L2 & L3 Incidents
Take initiatives in learning & evaluating new Network Technology & Tools
Prepare RCA for Sev1 incidents
Process / procedure / documentation Preparation for existing and upcoming environment.
Certified Cisco Certified Network Professional (CCNP) R&S
Certified ITILv3 Foundation Preferred
BE / Diploma / Degree in business, or science (or other relevant area).
Minimum 5 years of Experience in Cisco Networking Products .
Knowledge and working experience on Cisco Security Products (Firewall & IPS) is an added advantage.
Knowledge and working experience on Server & Operating system (Windows / Linux) is an added advantage.
Sales & Marketing Asia Pacific
Orange Business Services 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.