About the RoleResponsibilities
Incident Management
Manage customer issues and requests relating to security technologies according to Service Level Agreement and standard incident management processes.
Technologies may include Checkpoint, FortiGate, Palo Alto, Ivanti, F5 Big IP, Zscaler, Cisco, AWS, etc.
Handle issues raised by customers (Reactive Support), monitoring activities (Pro-active Support), and Level 1 service desk support team.
Acknowledge incidents within agreed SLA.
Proactive monitoring for systems and solutions to ensure service availability for customers.
Troubleshoot issues related to automatic backup of configuration of equipment.
Initiate Root Cause Analysis when total outages are resolved or upon management requests.
Lead troubleshooting calls with end-users, other support teams, and vendors.
Demonstrate advanced troubleshooting skills during incident investigation.
Conduct regular reviews with Level 1 security support, Level 2 support (FR / MRU), and engineering teams for post-review incidents.
Achieve and exceed customer satisfaction as the utmost goal.
Change Management
Handle change requests on customers' Security infrastructures & technologies with respect to the defined Service Level Agreement.
Change may be initiated following customer or internal requests.
Perform Risk Level Assessment together with related stakeholders before validation of change requests.
Work on complex changes.
Plan and perform intervention on customer's infrastructure in HNO.
Manage migration and upgrade of equipment.
Ensure customer acceptance tests are performed successfully.
Ensure supervision of equipment is activated/deactivated where required.
Update CI tools (Configuration Items) after each operation performed.
Customer and Relationship Management
Provide appropriate solution, information, or incident resolution actions to the customer or to Level 1 engineer.
Work closely with FR team.
Regular follow up with TAM and Level 3 teams.
Contribute to the handling and resolution of customer escalations.
Compile customer monthly reports.
Ensure changes do not compromise overall customer infrastructure.
Case Management Follow Up and Resolution
Regular follow ups on vendor cases.
Provide expert level technical support to ensure service delivery or service restoration.
Transfer/Relay cases to other support entities for either remote or on-site intervention.
Ensure that service level agreements are met for all requests delivery and incident resolution.
Monitor tickets backlog daily and follow-through on incidents.
Self-Development
Increase competency level via self-assessment and active participation in trainings.
Achieve relevant certification on products or technologies to better support the line of business.
Understand standards and processes.
Maintain and uphold Orange Business Services values.
Act as customer, process, and tools champions.
Organize workshops for knowledge sharing and training of team members and Level 1 technicians.
Work in a team.
Provide live and direct support and advice to team members for case management or customer interface.
Report any operational or customer-related anomaly.
Facilitate the integration of new customers.
Assist in the launch of new activities and/or technologies within the team.
Circulate knowledge regarding new releases of supported products.
Publish new customer specific guidelines.
About YouIT Proficient with good experience in Network, Security, and Firewall environment.
Excellent knowledge of CCNA and security concepts such as HA, Anti-Spoofing, DNS, TCP/UDP, Proxy, VPN, Antivirus, IPS, load balancing, Application layer attacks, reverse proxy, TLS/SSL, Cloud Architecture.
Offer crucial support in troubleshooting problems related to firewalls, VPN, proxies, DNS, and Antivirus.
Hands-on experience in firewall upgrade and maintenance activities.
Strong verbal and written communication skills.
Conversant with MS Office Software Suite: Word, Excel, Outlook, etc.
Knowledge
Very good knowledge of technologies such as Checkpoint, FortiGate, Forti Manager, Palo Alto, Panorama, Zscaler, SSL/IPSec VPN, IPAM, AWS.
Process and Standards.
Customer Relationship Management.
Good understanding of Incident and Change management.
Abilities
Excellent customer-facing skills are required.
Excellent troubleshooting and analytical skills.
Good time management and organizational skills.
Teamwork approach to problem-solving.
Ability to build relationships with peers, management levels, and customers.
Flexibility in terms of working hours.
Results-driven and problem-solving skills.
Willingness to learn and expand knowledge.
Expert troubleshooting and incident resolution abilities.
Good coaching and training skills.
DepartmentGlobal Delivery & Operations
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.
Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.#J-18808-Ljbffr