Job expirat
Following and coordinating support chain actors to solve problems affecting the QoS.
Ensuring a point of contact for any service management activity towards the Technical Operations and Group Marketing functions
Contributing to processes definitions and applications towards the Technical Operations and where appropriate the client entities.
Ensures involvement of SKC in problem management process
Managing the Capacity management process
Managing the Defect Management process
Managing the Supplier Management process & defining the necessary Supplier KPIs to drive & ensure service KPIs agreed with Group marketing
Managing Crises on behalf of SKC & ensures proper participation to Crises cells
Ensure E2E QoS is measured or the means to measure it is defined and supplied to operation team and or countries to enable measurement.
Reporting on service performance to Group Marketing/ SKC management/ Operations and countries (where required) )
E2E Analysis and proposal based on his/her technical and functional knowledge to improve / monitor the QoS (ie data analysis)
activities :
Participation in meetings with Technical Operations for reporting, QoS / Problem reviews.
Participation and contribution to monthly steering committee with suppliers.
Participation and contribution to monthly review of the next evolution roadmap with project leaders.
Lead Capacity reviews to assess relevant status and define areas for further investigation or improvements (remodelling threshold breaches based on current demand and Marketing forecasts)
Problem assessment and trend analysis of process and service performance data to identify problems to be resolved
Manage defects seen in live platform as part of the problem management process and where necessary contributing to new release content in line with problem resolution
Suggestion of improvements to processes related to QoS performance and activities
Suggestion of possible improvement of the service
Participation in SLA definition, negotiation and maintenance of these agreements with internal and external suppliers for support and service provision.
Supplying guidance on the required service KPIs and volumetric for all new and existing services
Together with project leaders, validate the new evolutions in testing phases and define new scenarios of probe
Managing supplier performance with regards to support and Technical/functional service levels and acting as point of escalation
Analysis logs coming from different environment to extract accurate data and propose QoS improvement
target educational background: University graduate (Computer science, Telecommunications or related).
prior experience
a person with professional experience of at least 2 -3 years in a closley associated activity with QoS and Service management or related.
Expected behavior :
- We expect him/her to be a proactive leader with strong influencing approach and to search for solutions
- To be strongly focused on the interpersonal & communication skills to influence and mange key relationships
- It is key to have very good analytical skills (to analyse situation quickly and be able to summarize quickly problems to management).
Computer science skills required :
- Technical, Network architectures: router (Cisco, Nortel, Juniper…), firewall (Fortinet, Juniper, Checkpoint, Cisco….), switches, Proxy, reverse proxy, virtualisation…
- Operation tools: supervision (Nagios),
- A good knowledge of software application evolution and interfaces
Specific knowlegde / abilities required :
- Experience of previous support/ design or relationship organisations would be beneficial either as part of a role or interfacing with these areas
- A first hand experience in the supervision / administration of service platforms
- ITIL knowledge
- Good knowledge of Internet technologies (web servers, Internet security matters)
- Six Sigma (desirable)
language(s) and level(s) required (elementary, intermediate, fluent, bilingual) :
- English: fluent
- French: intermediate
Orange is the leader of the mobile telecommunications market with 10.809.000 customers. Orange Romania is part of France Telecom - Orange, one of the world’s leading telecommunications operators with over 180 million customers on five continents.
Orange means much more than technology, mobile telephony or GSM networks. It is a brand created to make human communication simpler and to bring value to the communities where it operates. The France Telecom - Orange Group has a well-defined corporate responsibility strategy, whereby we ensure that our work is carried out responsibly. Indeed corporate responsibility lies at the core of our brand’s values, which in turn represent who we are and how we do business.
If you want to build the Orange experience and join a great team, send
us your CV by applying online at www.orange.ro/jobs.
