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Manager Technical Solutions Expert

3 months ago

Gurgaon, Haryana, India Orange Business Full time
Responsibilities

  • Supervision the team(s) to ensure compliance with performance management targets and customer satisfaction while managing a multi-services large customer complex environment.
  • Matrix management for co-located roles.
  • To manage diverse roles like Level3 Experts, Senior Level 3 expert
  • Participate in monthly service/business reviews with customers along with the service management team.
  • Lead transversal/operational projects and initiatives at the functional level etc.
  • Deputize sub-functional heads in their absence.
  • Development of team to ensure skill levels match both current and future operational and customer requirements.
  • Review of all necessary reporting to ensure operational, SLA and customer support targets are met.
  • Daily review of primary KPI reporting, specifically review of MTTR, Status & Escalation.
  • Efficiently and promptly, plans and standardizes ways to minimize the impact of change and incidents on business operations.
  • Responsible for implementing all IP configuration changes on the Customer network and incidents if agreed.
  • Manage customer network integration and provide expertise to implement hybrid and customized networks for the company.
  • To deliver outstanding customer experience via on-time, right-first-time implementation of customer RFCs.
  • Maintain a high quality of output and ensure completion of tasks to a target of zero errors.
  • Participate in Low-Level Design calls with Technical Design Consultants and propose changes for Network Design Implementation and Integration.
  • Knowledge of WAN, MLAN, WLAN, SDx, Optimization and Scripting (Automation).
  • Knowledge of New Technologies – ISE, PRIME, DNA-C.
  • Participate in Technical escalation management.
  • Lead/drive Technical SPOC for L1-L2 teams, Escalation point of contact for the internal level 1 and 2 support team.
  • Perform Quarterly/Half-yearly technical audit for the designated customer network.
  • Manage level 3 incidents and lead technical discussions with customers and internal stakeholders.
  • Deliver customer-specific or new technology training to the team/cross-functional teams.
  • Documentation of change performed in a customer network.
  • Perform weekly/monthly security audits.
  • Build final config and perform SAT/CAT for customers.
  • Level-3 entity for chronic incidents and major escalations.
  • Participate in monthly customer meetings coordinated by the CSM as an extended team.
  • Support 24*7 and support Out of office hours change requests / Planned Works from internal & external customers.
  • Compliance with the Orange process and Support in Databases and tool updating during BAU and migration Projects.
  • Managing & communicating change based on creative/innovative thinking driven by changing customer/business requirements.
  • Ability to work under pressure, dealing with multiple tasks.
  • Applies significant knowledge of industry trends and developments, and best practices, and implements effective continual improvement solutions.
  • Creates and executes development plans and revises as appropriate to meet changing needs and requirements.
  • Project manages bulk & complex migrations using standard processes and procedures – CMRM.
  • Measure Change Management efficiency – quality and throughput and ensure the team's performance meets or exceeds the set KPIs.
  • Monitor the roll-out and compliance of the defined processes, and procedures and audit the adherence to standards.
Skill ProfileEducational Qualifications

  • Engineering Degree/Equivalent in Telecommunications field, preferredRelevant Experience
  • Min. 8-12 years' experience in core enterprise network and MPLS VPN.CCNA, CCNP, CCIE, JNCIA, SD-WAN, Riverbed, Cisco Wireless LAN
Desired skills/knowledgeMinimum 8 to 12 years of experience

Area of expertise:
1. Cisco & Juniper routing & switching, Nexus, Wireless LAN2.

Data Center Technology:
ACI, DNA-C (SDA)3.

SD-WAN – Cisco Viptela, Cisco Meraki, Fortinet, Versa, PrismaCore experience implementing networks (MLAN, WLAN, Riverbed, MPLS VPN, QOS, Routing Protocols, SDWAN).Basic knowledge of Ansible/Python Scripting and Linux will be preferred.

Good knowledge of industry standards and compliance requirements.