Senior Operations Specialist

1 month ago

Gurgaon, Haryana, India Orange Business Services Full time

At Orange Business Services, we are committed to delivering exceptional customer experiences and providing stable and efficient operational environments. As a Senior Operations Specialist, you will play a critical role in achieving this goal by troubleshooting and resolving complex customer-related faults.

The primary purpose of this position is to perform problem management activities, determine the root cause of incidents and unknown errors, and document knowledge gained on each problem for the benefit of Incident Management. You will work closely with vendors and providers to provide final resolution to any Problem Request received.

This is an exciting opportunity to join our Global Delivery & Operations team, where you will be responsible for supporting all problem management activities. With your expertise, you will significantly contribute to creating a more stable and efficient operational environment, enabling us to deliver high-quality services that meet our customers' expectations.

About the Role

This is a challenging yet rewarding role that requires a strong technical background and excellent communication skills. The ideal candidate will have a degree or equivalent relevant experience, with a minimum of 8+ years of overall experience. They should also possess exceptional customer handling skills, fluency in written and verbal English, and ITIL Service Management certification.

The successful candidate will be expected to understand all necessary tool sets deployed for monitoring and management of services, have excellent training and coaching skills, and good people management skills with a demonstrated ability to motivate employees. They will also be able to communicate at all levels across the business and represent the organisation during major incidents.

About You

We are looking for a highly motivated and results-driven individual who can work under pressure and multitask effectively. You should be able to recognize and nurture potential in others, have a good understanding of network connectivity and infrastructure, and be willing to work in night shifts on a rotational basis if needed.

Key Responsibilities

  • 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.

Dimensions Role Will Impact On

This role will have a significant impact on:

  • Customer experience
  • Service stability
  • Effective daily operation of the team

Skills and Qualifications

The ideal candidate should possess the following skills and 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 and 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

Tools

  • Microsoft Tools
  • BMC/Remedy
  • Service Now
  • Power BI

Problem Management Expertise

  • Data Trending
  • RCA Techniques (5 WHY and Fishbone)
  • Service Improvement Plan
  • Risk Assessment

  • Senior Operations Specialist

    4 days ago

    Gurgaon, Haryana, India Marsh McLennan Full time

    Job OverviewWe are seeking a highly skilled and experienced professional to join our team as a Senior Operations Specialist in Transactional Services at Guy Carpenter, a leading global risk advisory and reinsurance specialist and broker. This role is based in Gurugram and requires working at least three days a week in the office.

  • Senior Real Estate Operations Coordinator

    2 weeks ago

    Gurgaon, Haryana, India Antara Senior Care Full time

    Antara Senior Care is seeking a highly organized and detail-oriented Senior Real Estate Operations Coordinator to join our team. In this role, you will be responsible for overseeing the entire CRM operations, including management of new bookings and amendments, sending demand letters and payment receipts, issuing Allotment Letters and executing Agreements...

  • Human Resources Operations Specialist

    2 weeks ago

    Gurgaon, Haryana, India Valvoline Global Operations Full time

    Valvoline Global Operations is a leading global player in automotive and industrial solutions, offering cutting-edge products and services to partners worldwide.We are a company with a rich history dating back to 1866, introducing the world's first branded motor oil. As an affiliate of Aramco, one of the world's largest integrated energy and chemicals...

  • Data Operations Specialist

    2 weeks ago

    Gurgaon, Haryana, India Wipro Digital Operations and Platforms Full time

    About Wipro Digital Operations and PlatformsAt Wipro Digital Operations and Platforms, we're focused on delivering cutting-edge solutions that address our clients' complex digital transformation needs. With a holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build...

  • Senior Accounting Operations Specialist

    3 weeks ago

    Gurgaon, Haryana, India Genpact Full time

    Genpact, a global professional services firm, is seeking an experienced Senior Accounting Operations Specialist to join their team. With a strong focus on quality and process improvement, this role will play a crucial part in the company's success.About GenpactAs a leading provider of digital operations services, Genpact empowers businesses to deliver better...

  • Senior Operations Specialist

    6 days ago

    Gurgaon, Haryana, India myGwork Full time

    Amazon Worldwide Operations is the backbone of Amazon's customer experience. We're seeking high-potential professionals to join our India Operations team.Role OverviewWe're looking for a Senior Operations Specialist to monitor multiple seller flex sites from operations and compliance perspectives. You'll work with internal and external stakeholders to...

  • Strategic Partnership Specialist

    2 days ago

    Gurgaon, Haryana, India Antara Senior Care Full time

    We are seeking an experienced Strategic Partnership Specialist to drive growth for Antara Senior Care in Gurgaon. As a key member of our team, you will play a crucial role in developing and executing strategic partnerships with corporate, PSU, banking, and hospital partners.**Job Overview**The ideal candidate will have 8-10 years of experience in...

  • Senior Financial Operations Specialist

    3 weeks ago

    Gurgaon, Haryana, India Boston Consulting Group Full time

    At Boston Consulting Group, we are seeking a highly skilled Senior Financial Operations Specialist to join our Global Finance Operations Centre. This is a unique opportunity to work in a collaborative environment and contribute to the delivery of best-in-class operational excellence and execution.About UsBoston Consulting Group pioneered strategy consulting...

  • Senior Training Operations Specialist

    2 weeks ago

    Gurgaon, Haryana, India NIIT Full time

    Job SummaryWe are seeking a highly skilled and detail-oriented Senior Training Operations Specialist to join our team at NIIT. This role involves providing comprehensive training administration support to top companies in the EMEA, NAM & APAC region.About the RoleAs a Senior Training Operations Specialist, you will be responsible for assisting customers with...

  • Senior Operations Manager

    4 weeks ago

    Gurgaon, Haryana, India exl Full time

    Job OverviewThis is a senior-level role within the operations team, responsible for ensuring the smooth execution of workforce management processes. The ideal candidate will have extensive experience in scheduling and capacity planning, with a proven track record of driving efficiency gains.About EXLEXL is a leading business process solutions company,...

  • Senior E-Commerce Operations Specialist

    3 weeks ago

    Gurgaon, Haryana, India noon Full time

    We are looking for a Senior E-Commerce Operations Specialist to join our team at noon. In this role, you will be responsible for planning, executing, and optimizing communication campaigns targeting a large base of sellers.Key Responsibilities:

  • Senior Operational Excellence Manager

    1 week ago

    Gurgaon, Haryana, India Wipro Digital Operations and Platforms Full time

    Job OverviewWe are seeking an experienced Senior Operational Excellence Manager to join our team at Wipro Digital Operations and Platforms. The ideal candidate will have a strong background in process excellence, business operations, and leadership.The successful candidate will be responsible for driving operational performance and meeting productivity goals...

  • Cloud Operations Specialist

    5 days ago

    Gurgaon, Haryana, India BYD Full time

    BYD is a leading technology company seeking a highly skilled Cloud Operations Specialist to join its team. The ideal candidate will have a minimum of 5 years of experience in cloud system operation and maintenance, with a high level of professional expertise.About the RoleThis is a senior position that requires strong logical thinking and business acumen to...

  • Healthcare Partnership Development Specialist

    3 days ago

    Gurgaon, Haryana, India Antara Senior Care Full time

    Job Title: Healthcare Partnership Development SpecialistWe are seeking a dynamic and experienced Partnership Manager/Senior Manager to drive strategic partnerships for our healthcare products/devices across corporates, PSUs, banks, and hospitals in Gurgaon.About the Role:Strategic Partnerships Development:Identify and onboard key corporate, PSU, banking, and...

  • Senior HR Operations Specialist

    2 weeks ago

    Gurgaon, Haryana, India Essvee Consultant Full time

    Job DescriptionWe are seeking an experienced Senior HR Operations Specialist to join our team at Essvee Consultant. This role will be responsible for managing and optimizing HR processes to ensure smooth daily operations, compliance, and employee satisfaction.Key Responsibilities:Implement and maintain HR policies and procedures to ensure legal...

  • Senior Financial Operations Specialist

    4 weeks ago

    Gurgaon, Haryana, India NTT DATA Full time

    About NTT DATANTT DATA is a leading IT services provider. We help clients to transform their businesses through digital innovation, and this role will play an important part in that journey.Salary InformationThe estimated annual salary for this position is around $95,000 - $125,000 based on location and industry standards.Job DescriptionThis Senior Financial...

  • Senior Payroll Operations Specialist

    3 weeks ago

    Gurgaon, Haryana, India Encore Capital Group Full time

    About UsWe are a global team of professionals dedicated to empowering consumers towards financial recovery and a better life. Our mission is driven by exceptional people with diverse ideas, a collaborative spirit, and a passion for breakthrough results.We strive to support your career aspirations and provide the benefits you need to live a more fulfilling...

  • Investment Operations Specialist

    2 days ago

    Gurgaon, Haryana, India Stride Ventures Full time

    Job Description:As an Investment Operations Specialist at Stride Ventures, your primary functions and responsibilities will include working with senior leadership to analyze and implement portfolio construction and active portfolio management. You will also frequent communication with portfolio companies in regard to portfolio monitoring to analyze key...

  • Senior Telecom Operations Specialist

    2 weeks ago

    Gurgaon, Haryana, India blackNgreen Full time

    Job DescriptionWe are seeking a highly skilled Senior Telecom Operations Specialist to join our team at blackNgreen. This role requires strong technical expertise and excellent communication skills.About the RoleThe successful candidate will be responsible for:Troubleshooting complex application issues and ensuring timely resolution within defined SLA...

  • Senior Financial Operations Specialist

    2 weeks ago

    Gurgaon, Haryana, India HSBC Full time

    Job SummaryWe are seeking an experienced Senior Financial Operations Specialist to join our team at HSBC. This role will involve providing strategic support to our finance operations, ensuring timely and accurate delivery of financial results.The successful candidate will have a strong background in financial operations, with experience in managing complex...