about the roleIncident ManagementTo manage customer issues and or requests relating to the security technologies according to Service Level Agreement andstandard incident management processes. These technologies may include but are not exhaustive to, Palo Alto, Fortigate, Checkpoint, Juniper, ZScaler and BigIP.These issues could be raised byi) Customers themselves (Reactive Support),ii) Monitoring activities (Pro-active Support)iii) Level 1 service desk support team.Additional requirement will also include the administration and to monitoring of Messaging services and platforms. Achieving and exceeding customer satisfaction remains the utmost goalInitiate Root Cause Analysis when total outages are resolved or upon management requestsRegular reviews with Level 1 security support, Level 2 support (FR / MRU) and engineering teams for post-review incidentsChange ManagementTo handle change requests on customers' Security infrastructures & technologies with respect to the defined Service Level Agreement.Change may be initiated following customer or internal requestsPerform Risk Level Assessment together with related stakeholders on targeted changeParticipate in regular governances with the Change Advisory Board (CAB) to validate or not requestsabout youBilingual – English & French written and spokenTechnnical:Excellent Knowledge on Extranet/Internet protocols (TCP-IP, SMTP/POP, DNS, Proxy etc.)Good knowledge on Network systemsGood working experience in Operating Systems – Windows and LinuxGood knowledge on Firewall technologies (Checkpoint, Juniper etc), Proxies, Antivirus, Load balancers, switch and routers (CISCO)Conversant with MS Office Software Suite: Word, Excel, Outlook etc.Knowledge:Knowledge Management SystemsProcess and StandardsSupport/service OrganizationCustomer Relationship ManagementAbilities:Good communication skillsExcellent customer facing skillsExcellent troubleshooting and analytical skillsGood time management, and organizational skillsTeam work, uses a team approach to solve problem when appropriateA determination to process tasks according to pre-defined processes is essentialAbility to build relationships with peers and management levels and customersProactive, self-motivated and determined attitudeTenacityFlexibility in terms of working hours.Ability to work under pressure & multi-taskUsing a team approach to solve problem when appropriateNeed a willingness to learn and expand knowledgeGood Coaching and Training SkillsEducationDegree in IT or Telecommunications field from a recognized universityAny certification within the related fields will be a definite advatange - Fortinet / CheckPoint / Juniper / Zscaler/Palo AltoCCNA/CCNP/NSE4-5-6-7,PCNSA,PCNSE certification would be an advantageExperience3 years as IT customer support or IT Administrator or 2 years in a similar roleadditional informationCustomer and Relationship managementProvide appropriate solution, information or incident resolution actions to the customer or to Level 1 technicianTo work closely with the IT Customer Service ManagersRegular follow up with Technical account manager, Service delivery manager.Case management follow up and resolutionAcknowledge incidents within agreed SLAProvide expert level technical support to ensure service delivery or service restorationTransfer/Relay cases to other support entities for either remote or on-site interventionEnsure that service level agreements are met for all requests delivery and incident resolutionProactive monitoring for systems and solutions in order to ensure service availability for customers. Detect event that may cause service interruption and take remedial actionsContribute in the handling and resolution of customer escalationsMonitor tickets backlog on a daily basis and follow-through on incidentsSelf-DevelopmentIncrease competency level via self-assessment, and active participation to trainingsAchieve relevant certification on products or technologies in order to better support the line of businessUnderstanding of standards and processesMaintain and uphold Orange Business Services valuesAct as customer, process and tools championsOrganize workshops for knowledge sharing and for the training of team members and Level 1 techniciansWorking in teamProvide live and direct support and advice to team members for case management or customer interfaceContribute to team working by reporting any operational or customer related anomalyProvide coaching, assistance, support and training to team members for case management or customer interfaceParticipate in customer SIPTransitioning of new activities, customers, releases and processesFacilitate the integration of new customersAssist in the launch of new activities and/or technologies within the teamCirculate/spread knowledge regarding new releases of supported productsPublish new customer specific guidelinescontractRegular
