Job Description

about the role . Contribute to short and long-term organizational planning and strategy as a member of the management team, effective Team Management thereby ensuring customer satisfaction. . Manage and improve the effectiveness and efficiency of the service support delivery team. . Define & ensure implementation of all key delivery strategies, processes, procedures, guidelines, tools, methods. . Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning. . Single point of contact for all operational requirement . Single point of contact for all escalations within the scope of delivery. . Satisfying customer queries and follow up on escalated issues. . Periodic review with customer, trend analysis and reporting . Ownership for IR, RCA, SIP documents . Plan and Control ALL Changes . Manage quality assurance programmes (ISO 20000,ISO 27000 Etc) from the operational documentation perspective . Drive the operation effectively by following & applying the ITIL, ITSM & industry best practices. . Driving Service Improvement Program, Initiate and execute structural improvement and efficiency programs. . Drive Customer Service Management Review as well internal Management Reviews. . Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups. . Ensure appropriate quality controls and adherence to standards of performance through which Services are maintained, whether technical, operational, administrative or management activities and staff. . Mentor/consult with team members, other organizations, customers, and vendors on complex issues . Maintain high morale, satisfied and productive sub unit staff. . Identification of sales opportunities arising from service delivery . Identify Talent within the team & define the development plan for the employee. . Experience of working in ITIL driven environment is a must. about you 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. Management of various Router, switches, WAN optimizer, Wireless , Big F5 and Network devices. Co-ordination with customer performing for any changement. Process / procedure /documentation Preparation for existing and upcoming customer. MIS customer report preparations and ensuring Audit compliance. Experience of handling the remote infrastructure operation & should be highly proficient in ITIL/ITSM framework. Familiarity with systems functionality and business continuity. Experience of using ITSM tool (Remedy/HPSD/ServiceNow) Experience of working to defined service level commitments Ready to work in 24 . 7 delivery environment. Good Knowledge on ITIL framework. Manage and coordinate activities during overall ticket life cycle. Responsible for sending P1/P2 Incident notifications as per agreed process. Chair Bridge calls for effective coordination, incident resolution, service restoration. Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution. Follow the global Service Restoration Management Process Ensure Incident Timeline Report is created immediately after resolution Contribution to ongoing process & operational improvements.ITIL Foundation certification is must, practiotioner / intermediate is preferred. Real Time & continuous follow-up with various stake holder of customer & vendors for incident resolution Participating in operation process enhancement Possess excellent communication, interpersonal, people Management and Team Management skills. Formulate skill improvement/ training plans and ensure successful execution of the same Experience of working to defined service level commitments additional information ITIL Certification is a must. CCNP. department International Zone L\'ambition d\'Orange Business est de devenir l\'int grateur r seaux et num rique de r f rence en Europe, en nous appuyant sur nos forces autour des solutions de connectivit nouvelle g n ration, du cloud et de la cybers curit . Nos 30 000 femmes et hommes pr sents dans 65 pays, dont chaque voix compte, sont tous anim s par la m me d termination et le m me esprit d\' quipe, pour construire les solutions digitales d\'aujourd\'hui et de demain et cr er un impact positif pour nos clients, pour leurs salari s et pour la plan te. Nous offrons des opportunit s passionnantes gr ce des projets innovants dans la data et le digital, le cloud, l\'IA, la cybers curit , l\'IoT, ou encore le digital workspace etle big data. Venez vivre cette aventure avec nous!

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