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    Manager Technical Solutions Expert - Delhi, India - Orange Business

    Orange Business
    Orange Business Delhi, India

    3 weeks ago

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    Description
    Responsibilities


    • Supervision the team(s) to ensure compliance with performance management targets and customer satisfaction while managing a multi-services large customer complex environment.
    • Matrix management for co-located roles.
    • To manage diverse roles like Level3 Experts, Senior Level 3 expert
    • Participate in monthly service/business reviews with customers along with the service management team.
    • Lead transversal/operational projects and initiatives at the functional level etc.
    • Deputize sub-functional heads in their absence.
    • Development of team to ensure skill levels match both current and future operational and customer requirements.
    • Review of all necessary reporting to ensure operational, SLA and customer support targets are met.
    • Daily review of primary KPI reporting, specifically review of MTTR, Status & Escalation.
    • Efficiently and promptly, plans and standardizes ways to minimize the impact of change and incidents on business operations.
    • Responsible for implementing all IP configuration changes on the Customer network and incidents if agreed.
    • Manage customer network integration and provide expertise to implement hybrid and customized networks for the company.
    • To deliver outstanding customer experience via on-time, right-first-time implementation of customer RFCs.
    • Maintain a high quality of output and ensure completion of tasks to a target of zero errors.
    • Participate in Low-Level Design calls with Technical Design Consultants and propose changes for Network Design Implementation and Integration.
    • Knowledge of WAN, MLAN, WLAN, SDx, Optimization and Scripting (Automation).
    • Knowledge of New Technologies – ISE, PRIME, DNA-C.
    • Participate in Technical escalation management.
    • Lead/drive Technical SPOC for L1-L2 teams, Escalation point of contact for the internal level 1 and 2 support team.
    • Perform Quarterly/Half-yearly technical audit for the designated customer network.
    • Manage level 3 incidents and lead technical discussions with customers and internal stakeholders.
    • Deliver customer-specific or new technology training to the team/cross-functional teams.
    • Documentation of change performed in a customer network.
    • Perform weekly/monthly security audits.
    • Build final config and perform SAT/CAT for customers.
    • Level-3 entity for chronic incidents and major escalations.
    • Participate in monthly customer meetings coordinated by the CSM as an extended team.
    • Support 24*7 and support Out of office hours change requests / Planned Works from internal & external customers.
    • Compliance with the Orange process and Support in Databases and tool updating during BAU and migration Projects.
    • Managing & communicating change based on creative/innovative thinking driven by changing customer/business requirements.
    • Ability to work under pressure, dealing with multiple tasks.
    • Applies significant knowledge of industry trends and developments, and best practices, and implements effective continual improvement solutions.
    • Creates and executes development plans and revises as appropriate to meet changing needs and requirements.
    • Project manages bulk & complex migrations using standard processes and procedures – CMRM.
    • Measure Change Management efficiency – quality and throughput and ensure the team's performance meets or exceeds the set KPIs.
    • Monitor the roll-out and compliance of the defined processes, and procedures and audit the adherence to standards.
    Skill Profile
    Educational Qualifications


    • Engineering Degree/Equivalent in Telecommunications field, preferred
    Relevant Experience


    • Min. 8-12 years' experience in core enterprise network and MPLS VPN.
    CCNA, CCNP, CCIE, JNCIA, SD-WAN, Riverbed, Cisco Wireless LAN

    Desired skills/knowledge
    Minimum 8 to 12 years of experience.

    Area of expertise:

    • Cisco & Juniper routing & switching, Nexus, Wireless LAN

    Data Center Technology:
    ACI, DNA-C (SDA)

    • SD-WAN – Cisco Viptela, Cisco Meraki, Fortinet, Versa, Prisma
    Core experience implementing networks (MLAN, WLAN, Riverbed, MPLS VPN, QOS, Routing Protocols, SDWAN).
    Basic knowledge of Ansible/Python Scripting and Linux will be preferred.
    Good knowledge of industry standards and compliance requirements.
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