About the role
To be the customer’s primary point of contact within Orange Business Services, for all Service related issues, with the exception of Incident Management, where the CSM in case of major incidents could act as a secondary escalation point (The Global Customer Support Centre (GCSC) will be the primary escalation point).
sell Service Management and / or other Orange products and services.
Responsible Domains :
Service level management - Ensure overall services are delivered within the SLA. Identify issues and initiate SIPs
Incident Management - Monitor incident management process. Track incidents that are at risk of breaching SLA. Provide customer RCA / incident report following critical incidents.
Change Management -Facilitate customer CAB all Responsible Domains i.e. MPLS / VSAT. Manage all change requests (log changes, planning , progress, escalations etc.
Governance - Facilitate regular customer meetings and compile meeting minutes. Compile regular reports & Documentation
Admin & Tools - Maintain customer user access to various tools. Maintain performance management portal customize content
Capacity Management - Gather and process data to track capacity -Prepare capacity dashboards.
Projects - Participate in project scoping (technical & service management). Provide technical input as required. Participate in regular project meetings (representing Service Management)
Engineering / Computer Science Degree / Information systems degree
Be ITIL qualified - minimum of Foundation level
Customer Service and if possible Project Management experience.
At least 5-10 years of experience in a customer facing position within the IT industry with minimum 2 years in a similar role.
Network topology and architecture experience,
Good knowledge of Cisco networks (troubleshooting and analysis)
Working knowledge of general network products i.e. shaping / compression / acceleration etc.
Ability to gain very rapidly thorough knowledge of the organisation structure, processes, roles and responsibilities within Organization, especially for programmes with tight deadlines
Good organisational ability to ensure each team member understands what is required of them and knows how to escalate any issues
Ability to multi-task and set priorities
Meet financial targets for both Customer and Organization.
Expert in the methods and techniques for reporting the progress of activity against plan.
Language Skills : English (if not mother tongue, fluent written and verbal)
Good interpersonal skills, good communication & presentation to C-Level
Be proficient at report generation and have excellent Word, PowerPoint and Excel skills
Be able to demonstrate a track record of rapport building with Customers and Engineers
Have a history of working in Heterogeneous & Complex Environments where you are responsible for delivering services for mission critical Systems and Solutions
Be Proactive and team spirited attitude
Have Strong communication skills (oral & written) in order to deliver clear concise instructions / reports
Have good commercial awareness and understanding of technical developments within the industry & landscape.
Mandatory Skills :
Networks - MPLS, VPN, Routing , LAN, Switching, Cisco
Excellent Business Communication skills.
Must have appropriate citizenship or work permit to work in South Africa.
Customer Services & Operations
Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.
Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.