Problem Manager Integrated Ops

3 weeks ago

Gurugram, India Orange Business Services Full time

about the role

The Problem Manager position is critical and will be solely responsible for supporting all problem management activities. The customer's 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 customer's 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


about you

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 Page 2 Orange Restricted 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


additional information

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 KB Articles

department

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

contract

Regular

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