Technical Solutions Expert

**Votre rôle**:
**Responsibilities**:

- 2nd Escalation contact for internal teams, vendors and customer;
- Act as backup during Manager's absence;
- Manage customer relationship through operational amanagement
- Manage and address the internal team’s stakeholder’s performance
- Manage workload;
- Ensure the best tickets distribution within the team
- Monitor KPI and quality performance and address any gaps;
- Support Manager in Performance Reviews and development plans;
- Support Manager on hiring process and decisions;
- Maintain interlock with leaders from other areas;
- Support Manager in maintaining high levels of motivation and satisfaction;
- Support career development

Technical Leader
- The main technical reference within the team.
- Manage, revise and address any technical gap within the team
- Manage the relationship with the teams’s stakeholder (L2 and L3 suppor) and address properly.
- Be the technical point of contact for the customer and have with that a responsibility to the customer relationship

Techincal Expert
- Provide Expert Incident Management support in case of major crisis, ticket criticity and on a day-to-day basis according the team demmand
- Evaluate and act accordingly on vendor and L2 support, as well as be technically ready to represent the tema in front of the customer
- Being able to cope with a high volume of demand by acting efficiently on each upcoming demmand

Incident Management
- Provide Expert Incident Management support in case of major crisis and on a day-to-day basis according the team demmand
- Act in case of support needed during any ticket escalation to ensure proper resolution on a timely manner
- Ensure by, technically and with best practices, the incident management is done the most efficient way
- Ensure incident management excellence thoughout the whole incident lifecycle.

Customer Relationship
- Be POC for all Customer meetings to present high technical expertise and support.
- Responsible to report to the customer the team KPIs, performance and conmtinuous improvement plan
- Technical Owner for any issue reported by the customer

Technical Expert Supervisor Workload and Skills Management
- Manage the overall workload amongst the Desk team by distributing specific requests amongst the team.
- Ensure that skills sets amongst the Desk team is appropriate
- Engage with Operation Managers to ensure right level of expertise.

**Votre profil**:
Skill Profile
- Advanced/Fluent communication in Portuguese and English;
- Customer focused;
- Vendor Management;
- Advanced organization skills;
- Advanced communication skills;
- Time management skills;
- Problem solving skills;
- Team work;
- Desirable experience in Leadership roles;
- Degree in Administration or Telecommunications field or equivalent experience;
Knowledge and abilities
- Strong and practical knowledge of all tools used in Dedicated Service Desk
- Expert level in WAN, LAN, WLAN, SDWAN, SDLAN
- Strong understanding of the organization and the current working model roles and responsibilities,
- Exceptional communication skills - both written and verbal & Excellent active listening skills. (workshops animation, interaction with many stakeholders)
- Ability to establish and maintain strong relationships.
- Ability to influence others and move toward a common vision or goal.
- Ability to work under pressure and deal with multiple tasks.
- Flexible and adaptable; able to work in ambiguous situations.
- Self-driven and able to work under mínimal supervision
- Problem solving and root cause identification skills.
- Must be a team player and able to work collaboratively with and through others.
- Familiarity with project management approaches, tools and phases of the project lifecycle.
- Experience with large-scale organizational change efforts.
- Willing to work in 24x7 environment.

Education, qualifications, and certifications
- Bachelor level in Engineering, Telecommunications or Computer Science. Technical Degree in IT
- CCNP knowledge level desired (CCIE Advantageous)
- ITIL Foundation certificate or at least knowledge

Experience
- Minimum of 5 years of Experience in networks technology with proven records of success to deploy and support large and global customers
- Good customer skills, interpersonal, strong communication & Analytical skills..
- Former Experience in IT Dev. Preferred (agile) but not mandatory
- Self-driven and able to work under mínimal supervision

**Le plus de l'offre**:
The benefits of being Orange

Orange Business was certified as one of the best companies to work by the Great Place to Work Institute from 2012 to 2015. Since 2016, Orange has been awarded as the Top Employer Brazil. The comprehensive independent research revealed that the Company provides excellent employee conditions, nurtures and develops talent throughout all levels of the organization, and has demonstrated its leadership status in the HR environment, always striving to optimize its employment practices and to d