SERVICE MONITORING ENGINEER – ORANGE

VACANCY

Role Overview

• 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, and take all necessary actions to restore the service and reduce impacts as much as possible.

Main Duties (include but are not limited to):

• Awareness of end-to-end Quality of Service (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 systems 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, synthesize, 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. in 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.