Senior Operations Specialist

3 days 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

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