Jobs in Egypt - Incident Management Specialist at Orange

Incident Management Specialist at Orange

Location : Nasr City

Job Description:

• Work on both WAN (SDN) / LAN solutions, as well as Cisco IPT solution
  • Owns the chronic and the complex problems / incidents.
  • Highlight all the single point of failures and potential issues that might affect the customer to the customers’ account team.
  • Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
  • Provide updates as needed to the customer in order to meet performance objectives.
  • Comply with all the special process and procedures agreed with the account teams and customers.
  • Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process
  • Perform technical escalations in line with company procedure.
  • Monitor systems, customer networks and products, and deal with alerts and events as appropriate.
  • Liaise and refer issues to correct/relevant entities when needed.
  • Document all troubleshooting and case management actions via the electronic case management system.
  • Undertake any other reasonable task as assigned.
  • Ability to build relationships with peer and management levels both with clients and   the  company management
  • Determination to process tasks according to predefined processes is essential.
  • Drive chronic and complex cases in to quick and efficient resolution.
  • Act as a case manager in order to always push for faster issue resolutions.
  • Provide technical training to the team members when required.

Job Requirements:

• Education: Bachelor’s Degree

Relevant Experience:

• Minimum 1 year hands on experience in operational networks

Technical Knowledge/ Skills/ Training required:

• VPN Architecture:  MPLS
•  Network devices: Cisco (Routers, switches, WAAS, AP,WCS, and IP telephony )
  routing protocols (EIGRP, OSPF, EIGRP and BGP).
•   Intensive Knowledge of QoS
•   tunneling protocols; IPSEC
•   DSL services
•   IP Telephony
•   Voice over IP knowledge
•   Must Have CCNA Certification

To Apply:
https://orange.jobs/jobs/offer.do?joid=80633&lang=en

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