- Location
- Ebene, MU
- Department
- IT
- Seniority
- Manager
- Experience
- 3+ years
- Closing date
- Today
- Source
- iCIMS
Description
Orange Business is here!
About us
Join us at Orange Business!
We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
About the role
Key Responsibilities and Contributions
- Manage daily operations to ensure the smooth and efficient delivery of operational requirements and services.
- Lead and manage team performance by motivating team members, setting objectives, conducting follow-ups, and evaluating performance outcomes.
- Act as the primary interface between customers, internal stakeholders, external partners, and business entities.
- Serve as an operational point of contact for customer and global business owner support services.
- Ensure the delivery of excellent customer service and maintain strong customer relationships at all times.
- Train, mentor, and support Level 1 and Level 2 NOC Engineers to maintain high operational and technical standards.
- Develop, maintain, and update technical documentation, operational procedures, knowledge base articles, and troubleshooting guides.
- Provide technical guidance and escalation support to NOC engineers during incident management, troubleshooting, and service restoration activities.
- Monitor network performance and ensure timely response to incidents, outages, and service degradations.
- Support team members in their daily activities by providing technical assistance and operational guidance.
- Plan and manage 24/7 shift rosters for NOC Level 1 engineers.
- Conduct recruitment interviews for NOC Level 1 engineers.
- Participate in Level 3 and FTS interviews across all regions (APAC, EMEA, AME, and MRU) when required.
- Assist Level 2 engineers with ticket resolution, troubleshooting, and change implementation activities.
- Act as the Single Point of Contact (SPOC) for the TEC team regarding technical training initiatives and documentation management.
- Participate in technical and operational meetings with Technical Operations Managers (TOMs) across different regions as required.
- Follow up on and contribute to automation initiatives and projects, including Zabbix, Netshot, and other operational improvement tools.
- Coordinate with the Knowledge and Process Management team regarding Performance Improvement Plans (PIPs), assessments, and documentation updates.
- Prepare, maintain, and update monthly scorecards to assess ticket quality, request handling, and team performance.
- Conduct weekly and quarterly ticket review sessions with the NOC Level 1 team to improve service quality and technical competency.
- Perform daily analysis and quality assessments of Level 1 tickets, ensuring proper troubleshooting methodologies are followed.
- Liaise with APAC Incident and Change Managers (ICM) and Technical Operations Managers (TOMs) regarding technical escalations involving the Level 1 team and review escalated cases.
- Prepare and maintain configuration templates when required to support operational activities.
- Provide direct troubleshooting assistance and technical support to Level 1 engineers.
- Coordinate with Level 3 teams in Mauritius and France to organize and deliver technical training programs for the Mauritius team.
- Define, prepare, and update performance assessment criteria to ensure fair and accurate team evaluations.
About you
Bsc (Hons) in Computing, Computer Science, Information Technology or any other related field.
2/3 years of experience in the field of network/security/cybersecurity as an L2 or L3.
Bilingual – English & French written and spoken.AI Driven Have a very good understanding of advance networking and security. IT Proficient: MS Office Software Suite: Word, Excel, Outlook,VB/SQL scripting. Strong leadership and management skills. Excellent organizational and problem-solving abilities.Ability to analyze data, create dashboard and make informed decisions. Excellent communication and interpersonal skills. Proficient in MS Office and other relevant software. Understanding of networking and routing protocols.
You bring open mindedness, ability to handle pressure, leading with courage and empathy, assertiveness and communicate effectively.
What we offer
• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).• Professional Development: training programs and upskilling/re-skilling opportunities.• Career Growth: Internal growth and mobility opportunities within Orange.• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.• Reward Programs: Employee Referral Program, Change Maker Awards.
