Votre rôle

Responsibilities
Incident Management
To manage customer issues and or requests relating to the security technologies according to Service Level Agreement and
Standard incident management processes. These technologies may include but are not exhaustive to, Fortigate, Checkpoint, Juniper, ZScaler and Big IP.
These issues could be raised by
I) Customers themselves (Reactive Support),
Ii) Monitoring activities (Pro-active Support)
Iii) Level 1 service desk support team.
Additional requirement will also include the administration and to monitoring of Messaging services and platforms. Achieving and exceeding customer satisfaction remains the utmost goal
> Initiate Root Cause Analysis when total outages are resolved or upon management requests
> Regular reviews with Level 1 security support, Level 2 support (FR / MRU) and engineering teams for post-review incidents
Change Management
> To handle change requests on customers' Security infrastructures & technologies with respect to the defined Service Level Agreement.
> Change may be initiated following customer or internal requests
> Perform Risk Level Assessment together with related stakeholders on targeted change
> Participate in regular governances with the Change Advisory Board (CAB) to validate or not requests

Votre profil

Customer and Relationship management
> Provide appropriate solution, information or incident resolution actions to the customer or to Level 1 engineer
> To work closely with FR team
> Regular follow up with TAM and Level 3 teams
Case management follow up and resolution
> Acknowledge incidents within agreed SLA
> Provide expert level technical support to ensure service delivery or service restoration
> Transfer/Relay cases to other support entities for either remote or on-site intervention
> Ensure that service level agreements are met for all requests delivery and incident resolution
> Proactive monitoring for systems and solutions in order to ensure service availability for customers. Detect event that may cause service interruption and take remedial actions
> Contribute in the handling and resolution of customer escalations
> Monitor tickets backlog on a daily basis and follow-through on incidents
Self-Development
> Increase competency level via self-assessment, and active participation to trainings
> Achieve relevant certification on products or technologies in order to better support the line of business
Understanding of standards and processes
> Maintain and uphold Orange Business Services values
> Act as customer, process and tools champions
> Organize workshops for knowledge sharing and for the training of team members and Level 1 technicians
Working in team
> Provide live and direct support and advice to team members for case management or customer interface
> Contribute to team working by reporting any operational or customer related anomaly
> Provide coaching, assistance, support and training to team members for case management or customer interface
> Participate in customer call
Transitioning of new activities, customers, releases and processes
Facilitate the integration of new customers
> Assist in the launch of new activities and/or technologies within the team
> Circulate/spread knowledge regarding new releases of supported products
> Publish new customer specific guidelines

Degree or Master degree in IT or Telecommunications field from a recognized university
CCNA certified
Security certification such as Fortinet NSE 4/5/6/7, Palo Alto, PCNSA/PCNSE/PCSAE, Checkpoint CCSA/CCSE are desirable
ITIL V3 Foundation (optional)
Microsoft Certifications (optional)
Any certification within the related fields will be a definite advatange - Juniper / Zscaler
Experience
3 years as IT customer support or IT Administrator or 2 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.

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Global Delivery & Operations

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