Senior Engineer-Integrated Ops
- Gurgaon, Haryana
- Permanent
- Full-time
- To be a trusted partner of customer in resolving any day-to-day issue faced by end user/customer in consuming services provided by Orange Business Services by providing every possible technical/process related assistance using all available internal/external support chains and means.
- Management of both proactive and reactive incidents along with scheduled changes ensuring a professional and consistent delivery of quality services to our customers by ensuing minimal/zero business disruptions due to an incident or change.
- Prioritization, executing/scheduling the changes & resolving the incidents with aim of outstanding customer experience.
- Driving “First Time Right” attitude for all incident and change management activities
- Effectively control the incident and change queues to ensure that all incidents are actioned in a timely and efficient manner with aim to deliver “Outstanding Customer Experience “all the time.
- Providing timely & effective updates to all the relevant stakeholders for any major/critical incident
- Timely & effectively updating the internal & external tools to ensure data integrity and seamless communication.
- Engage with implementation teams to instantly resolve failed/incorrectly implemented changes with aim to ensure zero impact to customer business due to any change or incident management activity.
- Successfully implement all simple & standard changes related to all services.
- Be a change maker and exhibit “Can Do “attitude all the times while dealing with customer & internal teams
- Service oriented with good customer service skills and always focused on “outstanding customer experience”
- Ability to build relationships with peer and management levels both with clients and the company management
- Good understanding LAN/WAN, SDWAN, Voice, Video & Security. Expertise in any one of these is a plus.
- Must be a team player and able to work collaboratively with and through others
- Ability to clearly articulate messages to a variety of audiences
- Proactive, self-motivated, and determined attitude.
- Sound understanding of ITIL Incident & change management framework
- Able to cover Flexible working hours/shift patterns as and when required
- Good analytical skills
- Degree in telecommunications
- CCNA certified* preferred
- In addition, ITIL certification preferred. (*Other (non-cisco) technical vendor certifications on security and connectivity products will also be preferred).
- Minimum of 3-4 years’ experience in the telecom or IT industry
- Hands on experience in IPT technologies will have an added advantage
- Customer facing/handling skills