Service Monitoring Engineer
Responsible for the end-to-end quality of service of the mobile, internet, fixed and IT services offered to Orange customers. Ensure services supervision, to detect, if possible before customers realize it, outages or unavailability of services, to take all necessary actions to restore the service and reduce impacts as much as possible.
The main duties include but are not limited to:
- Awareness of end-to-end QoS
- React quickly to alarms or events detection
- First diagnosis / first level support
- First level analysis and launch/triggering of corrective actions
- Interact with third parties (outsourced and mutualized TMCs)
- Focus on customer perception and business SLAs
- Customer experience related analytics or CEM tools and associated OLAs
- Proactive supervision of KPIs to have the customer end-to-end perception through specific tools (probes, robots or supervision applications).
- Draw up correlations between information provided by the different tools and monitoring system used.
- Make 1st diagnosis (Level 1) and involve TMCs (Level 2) in the incident resolution, according to existing operational guidelines.
- Ensure the collaboration of all concerned entities and their contribution to the resolution of the incident or the service degradation.
- Evaluation of the impact on the customer perceived quality of service.
- Management and coordination of all specific commercial events.
- Information in real time about the progress of actions, customer impact and the projected deadline of restoration. Use monitoring and other monitoring tools
Skills:
- Customer satisfaction oriented
- Able to manage complex issues in a transversal mode
- Ability to analyze, synthetize and communicate (oral and writing)
- Able to work and cooperate within a team
- Knowledge of services
- Good knowledge of GSM, UMTS, LTE, 5G, IN/VAS and corporate customer systems
- Self-driven
- Attention to details
- Innovative and proactive
Qualifications and Experience:
- BSc. / B.Eng. Computer Engineering, Telecommunications Engineering, Electronic and
- Electrical Engineering, or Business Computing and Information Systems or any
- related qualification.
- A Master’s Degree will be an added advantage.
- Minimum 2 years of experience in a telecommunication or ICT environment.
- Any ITIL certification is an added advantage.
Interested candidates who meet the minimum requirements can submit their applications, updated CV and certified copies of their academic certificates to: jobsbw.obw@orange.com
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