Votre rôle

RESPONSIBILITIES

• Be part of D-NSOC of Air Liquide.
• Deliver all Moves, Adds & Changes on customer network connections, performing technical feasibility study and end-to-end change management by coordinating with internal specialist teams.
• Implement and coordinate the simple and standard changes & get the complex changes activated in agreed time as per SLA with Customer in a bilingual multi domain (WAN/LAN/Velo Cloud/SDWAN/SDLAN/Connectivity etc).

Overall description:Key Tasks and Responsibilities:
¿ Assess requests for change that originate from incident management, problem management, release management, or continuity management.
¿ Validate and classify the change request according to its complexity defined in the Change catalogue.
¿ Register changes as needed to handle requests for change or receives change requests from other change initiators.
¿ Determine the risk and impact for requested changes.
¿ Prepare implementation plans by creating tasks.
¿ Coordinate and if required Implement simple and standard change requests on the multidomain.
¿ For complex changes liaise with correct entity / provider to get the change implemented in agreed time as per SLA with Customer.
¿ Monitor the progress of changes.
¿ Monitor and report quality of first time right, on-time change implementation.
¿ Ensure and monitor delivery of change implementation within agreed lead times.
¿ Perform the pre-checks before the change window time.
¿ Guide the field Engineer for all scheduled change activities.
¿ Perform the post-implementation review.
¿ Check with the customer that his application is running with no problems.
¿ Send success report to all involved entities after the completing the change.
¿ Once the change process is completed, the entire process should be documented in a database (CMDB) that all stakeholders can access.
¿ Manage Project and bulk change requests using standard process and procedures.
¿ Assess, prioritize, respond, and report on time for expedite requests.
¿ Contribute to the continuous learning of the team by taking initiatives to drive trainings.
¿ Act as coach to newcomers.
¿ Participate actively in knowledge sharing.
¿ Maintain the change management process and ensure it is readily available.
¿ Contribute actively to the expert community.
¿ Setting up labs and innovative training methods to develop team members.
¿ On Call Duty

Votre profil

Bilingual – English & French written and spoken

• Proactive, self-motivated, and determined attitude.
• Tenacity.
• Flexibility in terms of working hours. (24/7)
• Ability to work under pressure & multi-task.
• Using a team approach to solve problem when appropriate.
• Need a willingness to learn and expand knowledge.

Minimum degree in IT or Telecommunications
ITIL V3 or V4 Foundation optional
CCNA desirable, CCNP optional
Security Certification optional but desirable
Experience
2 years as IT Customer Support Engineer or IT Administrator or Security/Network Engineer or 1 years in a similar role

Le plus de l'offre

OBS Petrópolis:
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.

Entité

Global Delivery & Operations

Contrat