POSITION : Service Monitoring Supervisor

REPORTING TO : NOC Manager

DEPARTMENT : Technology

PURPOSE OF THE JOB

Set up, in coordination with concerned TMCs as well as all other partners, the best conditions for a perfect deliverance of services to customers. Privileged partner of customer service for the management of complex customer complaints, ensuring the network and IT maintenance, and resolution of problems or degradations affecting the service.

Guarantee the quality of key services in consumer and enterprise domains and contributes to the introduction of new services.

KEY ACCOUNTABILITIES

Activity 1: Incident resolution pilot

• Identification of causes for each incident and relevant solutions
• Service restoration steering in case of an incident with customer impact until its complete repair with the contribution of concerned TMCs
• Corrective actions, allowing the incident resolution and prevention of future incidents
• Crisis management
• Customer-oriented communication, as well as toward entities and management

Activity 2: Maintenance

• Non-real-time analysis of incidents
• Customer impact evaluation (number of customers impacted according to the time of the incident), and communication (projected hour of restoration time) to partners
• Change Management

Activity 3: Production of E2E QoS Dashboard

• Production of the weekly or monthly dashboard including the values of service-oriented KPIs (including resolving customer complaints, changes, and achieving network & IT interventions)

Activity 4: Service management

• E2E quality of Service analysis
• Action plans definition and follow-up for QoS improvement (quality loop)
• Analysis of KPIs, customer complaints’ root causes, major incidents, and customer surveys
• Integration of new services or evolutions of services from the operational point of view (operability requirements, SOP documentation)
• Organization of dysfunctions and incident analysis
• Steering of development and progress follow-up of service improvement action plans
• Steering of development and progress follow-up of action plans for problem resolution
• Reporting on customer satisfaction and quality of service
• Organization and follow-up of relations with business owners (Marketing, Customer service, etc.) through OLAs (Operation Level Agreements)

Minimum Requirements

• Bachelor’s degree in Science/information technology, engineering, or a related field.
• At least three years of experience working in network/Technology service management, or a similar role.
• Strong knowledge of Telecom fundamentals and IT networks.
• Experience working on various monitoring tools related to IT systems such as SolarWinds, Centreon, NMS, and Incident management tools.
• Excellent communication and interpersonal skills and ability to collaborate with team members, also other peer departments.
• Ability to analyze Incidents, customer complaints and KPIs to understand the root cause and develop a plan to stop recurrence.
• Strong problem-solving, analytical, and ready to work any time whenever necessitates.

JOB SPECIFIC COMPETENCIES

• Ability to diagnose causes
• Network and IT Architecture
• Networks, IT and services security
• Non-real time analysis
• Crisis management
• Change management
• Incident management
• Resolving complex incidents
• Communication skills
• Performance analysis
• Desktop tools
• Service management
• Team working

To apply:

Please submit via email your letter of application along with your recent curriculum vitae as well as copies of your academic credentials to hr.olr@orange.com

Due to the urgency of the role, interviews will be done on a rolling basis.

Deadline for receipt of applications: October 21, 2022 at 5:30 p.m.

Please note the following:

• Only shortlisted candidateswill be contacted
• Female applicants are highly encouraged to apply.