Service Management Specialist
Orange Business Services
17d ago

about the role

  • To generate, analyze and present (deliver monthly, weekly & daily network performance reports to Customer Service Manager (as per agreed deadline)-
  • To monitor and evaluate usage and traffic management services- To analyze the operation of customer’s network and to report on Quality of Service-

    To work in improvement plans with GCSC / CSM / VPO areas to incorporate in the Service Improvement Program as well as address SIP actions internally that have been agreed with CSM-

    To account for compliance with Service Level Agreements (SLA) and provide feedback to Primary CSM- To monitor service performance and track chronic cases and work towards resolution of these chronic cases-

    To support the CSM by advising planned maintenance and how this would affect the supported customer- To maintain the customer documentation fully updated in the Orange tools (GCDR, Clarify, Fileade etc)-

    To actively assist in data integrity issues for the assigned customers.- To produce the Root cause analysis report for the customer where required-

    To act as internal support SPOC for CSMs for assigned accounts

    about you

    Strong analytical skills- Good communication skills- Customer centric approach- Quality and process oriented- Good Problem Solving approach- Team player

    additional information

  • Degree Holders with good Telecom / Data / IP Network knowledge.- Good knowledge of MS-Office (Mainly Excel and Visio).
  • Knowledge of VBA will be an added advantage- Excellent verbal and written communication skills in English language. Knowledge of French language will be an added advantage.


    Customer Services & Operations

    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.


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