Problem Manager Integrated Ops

about the role

The Problem Manager position is critical and will be solely responsible for supporting all problem management activities. The customers demands are high, and the activity level is intense. Hiring a Problem Manager will significantly contribute to creating a more stable and efficient operational environment, enabling Orange to deliver high-quality services that meet the customers expectations.

1. Primary Job Purpose To troubleshoot and resolve complex customer related faults. Perform problem management activities in determining root cause of incidents and unknown errors. Document knowledge gained on each problem for the benefit of Incident Management. Work with vendors and providers in order to provide final resolution to any Problem Request received.

2. Key Result Areas

Perform Problem management activities when received till determining root cause of problems.

Timely and High-Quality handling of all Problem Requests.

Provide technical support for the resolution of repeated/Chronic problems if requested.

Interact with Vendors as well as engineering teams in problem management activities.

Update the Known error data base with new errors found and publish them after acquiring appropriate approval.

Trend analysis to determine specific trends and detect root causes of service deterioration.

Responsible for the verification and/or recommendation of the correct and appropriate hardware/software

To prepare various reports as required.

Drive various improvement projects in line with problem management initiatives.

Shift work/on-call may be required.

3. Dimensions Role will impact on:

Customer experience

Service stability

Effective daily operation of the team

4. Skills and Knowledge Educational Qualifications:

Degree or equivalent Relevant Experience:

Overall experience of 8+ years Desired skills/knowledge:

Fluent in written and verbal English

Exceptional customer handling skills

Expected to understand all the necessary tool sets deployed for monitoring and management of the services

ITIL Service Management certification preferred

Excellent training & coaching skills

Good people management skills with a demonstrated ability to motivate employees Ability to communicate at all levels across the business

Excellent customer service skills

Ability to learn quickly and understand basic network connectivity and infrastructure

Good interpersonal skills, time and matrix management skills

Willing to work in night shift on rotational basis if needed

Capable of representing the organisation during major incidents

Able to work within a time critical, customer focused environment

Ability to multi task and work under pressure

Ability to recognize and nurture potential in others

Technical Understanding

• Expert level understanding in any one of the domain Voice, Security or Data networks , LAN , WAN , Wireless , SDWAN
• Understanding of the routing, switching, VOIP, MPLS, Metro Ethernet etc
• Fortinet Firewall

Certification

• ITIL V4
• CCNA , CCNP
• SIAM
• Azure

Global Delivery & Operations

Orange Business 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.