About the role

• Incident Management activities through service failure, or error restoration in order to minimize service interruption, and to ensure customer’s business continuity.
• Troubleshooting, isolation, and restoration for faults, and incidents on Orange Business Services core voice network, for voice services. This include multivendor backbone platforms (NEO, Hookah, MLN, etc.), also Microsoft O.365, MS TEAMS, Direct routing, complex integrations with contact Centers.
• Problem Management activities through service failure, or error restoration in order to document and provide a detailed reason for outage and how to mitigate in the future.
• Liaise with the other Orange groups (Engineering, Service Operations, IBNF, etc.,) to resolve faults on the network and customer, and network transmission media, and equipment.
• Log and track faults for voice customers and provide progress update reports until resolution
• Liaise with other technical support levels for fault escalation and resolution.
• Oversee faults and alarms and ensure proper procedures are applied and followed
• Ensure the efficient analysis and classification of each fault as it occurs on the network.
• Ensure proper communication at all times.
• Keep management informed of any red alert customer and network faults and initiate escalation procedures to higher technical levels and provide them with all fault details
• Accept incidents and be able to work with other groups within the organization
• Any tasks or projects as assigned by the group manager.
• Activate chronic procedures to respective groups and Voice Service Managers as necessary.