Jobs in Egypt - Problem Manager at Orange

Problem Manager 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 thecompany 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:

Relevant Experience:

• Minimum 3 year hands on experience in operational networks

Technical Knowledge/ Skills/ Training required:

• Excellent network troubleshooting skills in the following :
  • 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
  • Nice to Have CCNP or CCIP
  • Knowledge with Riverbeds & Cisco wireless Access Points
• Personal skills
  • Quickly acquires and applies new knowledge when needed.
  • Demonstrates cooperation and teamwork.
  • Problem Ownership until resolution.
  • Prioritization and balance in tense situations and work activity in multitask situations.
  • Service oriented, customer focused, and have the ability to resolve complex problems through a calculated and methodical approach.
  • Good interpersonal skills
  • Good time management, organizational and communication skills.
  • Ability to coach and mentor peers and subordinates.
  • Ability to lead and provide direction in resolving business critical problems at the highest organizational level.
  • Proactive, self-motivated and determined attitude
  • Flexibility in terms of working hours.
  • Fluent English is a MUST              

To Apply:
https://orange.jobs/jobs/offer.do?joid=89856&lang=EN

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