Incident Management Specialist

**About the role**:

- Provide next level technical support for MSC (Major Service Centers) problems referred to the team in an effective and timely manner.
- Provide technical support to Service Desk Specialist to help them solve complex issues.
- Troubleshoot and Test Layer 1 issues using Bert test from Orange Network.
- Troubleshoot and Test Layer 2 issues using RFC2544 Ethernet test from Orange Network.
- Troubleshoot and Test Layer 3 issues using IP protocol test from Orange Network.
- Work within region telecom providers to resolve network issues.
- Support Orange Field Engineer’s when dispatched to resolve network and customer issues.
- Provide Turn up assistance of Orange services from 1M to 10GigE Ethernet.
- Diagnose configuration issues by effectively utilizing software diagnostics and other network/product utility programs.
- Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
- Provide a professional technical support for Orange LDM/TIM/NORF Teams.
- Document all testing via the electronic provisioning management system.
- Document all troubleshooting and case management actions via the electronic case management system.
- Follow various Industry Standard Process in-terms of Incident Management and Problem management.
- Perform technical escalations in line with company procedure.
- Adhere to published internal processes, procedures and case excellence guidelines at all times.
- Ability to build relationships with peer and management levels both with internal and external Customers and Suppliers.
- Ability to drive chronic and complex cases in to quick and efficient resolution

**About you**:

- Troubleshooting skills on Layer 1 technology and equipment: CSU/DSU, TDM multiplexer, Digital Access Cross connect System (DACS), Sonet systems.
- Troubleshooting skills on layer 2 access protocols Ethernet and DSL.
- Troubleshooting skills on layer 3 protocols (EIGRP, OSPF, EIGRP and BGP).
- JDSU Ethernet test set.
- Fluke Networks Link runner test set.
- Qualified on Network, SDWAN, Internet, LAN/WAN topologies and protocols Sonet, ATM, MPLS, Frame-relay and Metro Ethernet.
- Network devices: Cisco and Juniper (Routers and switches)
- Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organization.
- Service oriented, customer focused, and have the ability to resolve complex problems through a calculated and methodical approach.
- Ability to work under pressure and deal with multiple tasks.
- Excellent problem-solving skills are necessary.
- Excellent Analytical and trouble-shooting skills.
- Excellent understanding of Telecom Service providers Network and Services.
- Good office automation and PC literacy skills.
- Able to cover flexible working hours/shift patterns, as and when required.
- Problem ownership until resolution.
- Good time management, organizational and communication skills.
- Proactive, self-motivated, and determined attitude.
- Proficient in English.
- Relevant experience handling Network technical support, operation, NOC environment & implementation support. With experience in customer facing job role.
- University degree or equivalent experience (Telecommunications or Networking)
- CCNA - Preferred.
- Capability to work in a global, changing, and multicultural environment.

**Additional information**:
**The benefits of being Orange**

Orange Business Services 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 develop its employees. And since 2015, Brazil has been recognized by the Gender Equality & Diversity for European and International Standard Certification.

Because Orange Business Services hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

- meal allowance
- transportation allowance
- bonus plan
- life insurance
- medical plan
- dental plan
- birth benefit

**Department**:
Customer Services & Operations

**Contract**:
Regular