about the role

Responsibilities

Incident Management

• To manage customer issues and or requests relating to the security technologies according to Service Level Agreement and standard incident management processes. These technologies may include but are not exhaustive to Checkpoint, FortiGate, Palo Alto, Ivanti, F5 Big IP, Zscaler, Cisco, AWS etc.,
• These issues could be raised by
• Customers themselves (Reactive Support),
• Monitoring activities (Pro-active Support)
• 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.
• Regular reviews with Level 1 security support, Level 2 support (FR / MRU) and engineering teams for post-review incidents.
• Achieving and exceeding customer satisfaction remains the utmost goal.

Change Management

To 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.
• 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.
• To work closely with FR team.
• Regular follow up with TAM and Level 3 teams.
• Contribute to the handling and resolution of customer escalations.
• Compilation of customer monthly report.
• Ensure changes does 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 to trainings.
• Achieve relevant certification on products or technologies in order to better support the line of business.
• Understanding of standards and processes.
•  Maintain and uphold Orange Business Services values.
• Act as customer, process, and tools champions.
• Organize workshops for knowledge sharing and for the training of team members and Level 1 technicians.
• Working in team.
• Provide live and direct support and advice to team members for case management or customer interface.
• Contribute to team working by reporting any operational or customer related anomaly.
• Transitioning of new activities, customers, releases, and processes
• Facilitate the integration of new customers.
• Assist in the launch of new activities and/or technologies within the team.
• Circulate/spread knowledge regarding new releases of supported products.
• Publish new customer specific guidelines.