Job Opportunity as a Senior Incident Management Specialist in Egypt at Orange

Orange provides a job opportunity as a senior incident management specialist in Egypt.

Eligibility:

You must have:

• Minimum 1 year hands on experience in operational networks.
• Excellent network troubleshooting skills in the following:

1. VPN Architecture: MPLS.
2. Network devices: Cisco (Routers, switches, WAAS, AP,WCS, and IP telephony).
3. Routing protocols (EIGRP, OSPF, EIGRP and BGP).
4. Intensive Knowledge of QoS.
5. Tunneling protocols; IPSEC.
6. DSL services.
7. IP Telephony.
8. Voice over IP knowledge.
9. Must have CCNA certification.
10. Nice to have CCNP or CCIP.

• Quickly acquires and applies new knowledge when needed.
• Demonstrates cooperation and teamwork.
• Problem ownership until resolution.
• Prioritization and balance in tense situations and work activity in multitask situations.
• Be service-oriented, customer focused, and have the ability to resolve complex problems through a calculated and methodical approach.
• Good interpersonal skills.
• Good time management, organizational and communication skills.
• Ability to coach and mentor peers and subordinates.
• Ability to lead and provide direction in resolving business critical problems at the highest organizational level.
• Be a proactive, self-motivated, and determined attitude.
• Flexibility in terms of working hours.
• Be fluent in English.
• Shifts work may be required.

Your Responsibilities: 

You will be responsible for:

1. Provide a professional first and second technical support for a large customer.
2. Work on both WAN (SDN) / LAN solutions, as well as Cisco IPT solution.
3. Owns the chronic and complex problems/incidents.
4. Highlight all the single point of failures and potential issues that might affect the customer to the customers' account team.
5. Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
6. Provide updates as needed to the customer in order to meet performance objectives.
7. Comply with all the special process and procedures agreed with the account teams and customers.
8. Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process.
9. Perform technical escalations in line with company procedure.
10. Monitor systems, customer networks and products, and deal with alerts and events as appropriate.
11. Liaise and refer issues to correct/relevant entities when needed.
12. Document all troubleshooting and case management actions via the electronic case management system.
13. Undertake any other reasonable task as assigned.
14. Ability to build relationships with peer and management levels both with clients and the company management.
15. Determination to process tasks according to predefined processes.
16. Drive chronic and complex cases in to quick and efficient resolution.
17. Act as a case manager in order to always push for faster issue resolutions.
18. Provide technical training to the team members when required.

About Orange:

Orange is a French multinational telecommunications corporation. It has 266 million customers worldwide and employs 89,000 people in France, and 59,000 elsewhere. It is the tenth-largest mobile network operator in the world and the fourth largest in Europe after Vodafone, Telefónica and VEON. In 2015, the group had a revenue of €40 billion. The company's head office is located in the 15th arrondissement of Paris. The current CEO is Stéphane Richard. The company is a component of the Euro Stoxx 50 stock market index.

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