Technical Escalation Manager

3 weeks ago

Gurgaon, Haryana, India Orange Business Services Full time

About the Role

We are seeking a highly skilled Technical Escalation Manager to join our team at Orange Business Services. As a Technical Escalation Manager, you will be responsible for troubleshooting and resolving complex customer-related faults in a multiservice and multivendor environment.

  • Handle escalated issues for LAN/WAN, security, WAN optimization, and Zscaler-related failures.
  • Lead technical bridge calls with customers and stakeholders for escalated incidents until resolution.
  • Work with vendors and providers to provide final resolution to any support request received.
  • Contribute to tools development to reduce human efforts and improve customer experience.
  • Propose enhancements in tools as per requirement for customers or other stakeholders.
  • Timely and high-quality handling of all support requests.
  • Prepare a known error database from learnings on past incidents and problems.
  • Coach and mentor Service Desk and Incident Management teams to raise their autonomy level.
  • Use all forms of training provided by Orange Business to keep up to date with existing and new services.
  • Responsible for the verification and/or recommendation of the correct and appropriate hardware/software.
  • Prepare various reports as required.
  • Drive various improvement projects in line with problem management initiatives.

About You

  • Experience on Cisco Routers, switches, and wireless configurations, as well as SDWAN solutions.
  • Excellent troubleshooting skills on network, proxy, security, and cloud-based solutions.
  • Scope of technical expertise must include some of the following: Services: LAN, WAN, SDWAN (Meraki & Viptela) and IPNet (Private Internet -VPN), DSL Router types: Cisco all chassis, Juniper MX Routing and Other Protocols: OSPF, EIGRP, BGP4, MPLS, Metro Ethernet Access, etc. Remote Access: PPP Dial (ISDN/PSTN), IPsec (VPN). Internet, IP security, Proxy (Zscaler), Firewalls (Fortinet, Palo Alto, Checkpoint).
  • Service-oriented, customer-focused, and can resolve complex problems through a calculated and methodical approach.
  • Excellent communication and presentation skills.
  • Good interpersonal and time management skills.
  • Ability to work under pressure. Ability to deal with multiple tasks.
  • Ability to coach and mentor peers and subordinates.
  • Ability to act as a customer representative with suppliers and vendors. Proactive, self-motivated, and determined attitude.
  • Leadership and Matrix Management, Excellent training & coaching skills.
  • Good analytical skills.
  • Excellent problem-solving skills are necessary. Flexibility in terms of working hours.
  • Good Vendor management and coordination skills.
  • Team motivation and customer-centric approach.
  • Agile, flexible, and innovative approach.

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