Localité : Madagascar / ANTANANARIVO Domaine : Informatique Niveau : Non precise Entreprise recruteur : ORANGE
Niveau d'études: Non précisé
Expérience: 2 ans
Expire le: 01-05-2022
orange
Antananarivo, Madagascar
Informatiques, Télécommunications
Customer Tech Support - Soutien Metier DHD
Ref : 567044 | 31 janv. 2022
Date limite de candidature : 01 mai 2022
Antananarivo,Madagascar;La Tou
Votre rôle
The Soutien Metier is responsible for the overall technical integrity of the Delivery Helpdesk team and Delivery Helpdesk Expert team through expert knowledge of processes, offers, tools used and must :
- Provide technical guidance to clients for tickets/change requests under escalation
- Provide required technical coaching to team members through regular quality reviews with Delivery Helpdesk Expert team and Team Leader to identify coaching/ competency enhancement needs and put in place improvement plans to ensure skills levels match both current and future operational needs (for both teams).
- Act as technical point of contact during projects/clients handover reviews to ensure required tests are carried out to assist Line Manager for handover readiness evaluation
- Co-ordinate with Team Leader/Line Manager to ensure quality of support and deliverables to customers on the day-to-day technical/operational activities in view of improving and re-enforcing efficiency of the Delivery Helpdesk team and improving overall quality of service.
- Act as main point of contact for technical escalation and incident resolution during crisis tickets.
- Assess availability of necessary technical documentation on support activity and work with team members to ensure set up/maintenance of required knowledge base for Delivery Helpdesk activity.
Change Management and Process definition
Work on Processes definition, improvement and application by team members
Participate actively in Continuous Service Improvement (updates of consigne and configuration; scripting & automation)
High participation in user and service management, SLA analysis and other relevant activities
Liaising with TSC(Technicien Titulaire), Direction Metier and external Soutien Metier as a main point of contact/support for essential changes to Customer Network system and Delivery Helpdesk processes.
Provides inputs to the team for change requests requiring advanced skills.
Incident Management (DHD logger)
Troubleshoot and resolve incidents escalated from the Delivery Helpdesk Teams (including Expert Team) and provide Solution for recurring cases as well as corrective action plan
Restore service as quickly as possible following a service outage-type Incident whenever not possible by the Delivery Helpdesk Expert
Escalate other teams (TSC, DES, DM, BOA,…etc) on Incidents with the relevant investigation
As appropriate, gather data and lay groundwork for Root Cause Analysis and proposals and actions for improvement
Participate in crisis management activities and technical escalations
Knowledgebase Consolidation and Training
Maintains technical procedures and updates knowledge base (Wiki)
Support and coach the Delivery Helpdesk and Delivery Helpdesk Expert team on incident resolution
Creates technical procedures and disseminates the information to the team
Sustain Training academy and ensure continuous followup of Competency throughout the Delivery Helpdesk teams
Reporting and Communication
Provide Reporting on operational issues to Team Leader
Technical debriefs with team leader and Delivery Helpdesk Expert on operational issues
Identify areas of improvement on operations with Team Leader
Assists in smooth transitioning of projects into operations
Automation and Continuous Service Improvement
Analyse processes and provide automated solutions for optimum performance of the Delivery Helpdesk Teams
Assess feasibility of Automation practices and followup of application usage
Participate actively in Automation projects of external partners
Votre profil
Bilingual – English & French written and spoken
IT Proficient: Cisco CCNA, CCNP and/or Juniper JNCIA
Knowledge:
Information Technology
Process and Standards and ITIL
Incident and Change Management handling process
Confirmed Networking knowledge
Customer relationship management
Data network equipment and architectures (DSL, Fibre, MAN Ethernet, Frame Relay.)
Confirmed Knowledge of Lan technologies and Routing Protocols is a must (Ethernet, IP, QOS, VoIP/ToIP, Wifi, RIP, EIGRP,OSPF,.)
Knowledge of Scripting and Programming Languages (Perl,VB,Java,Python,html,php …)
Experience in Office reporting tools (Excel Macro)
At least 2 year of experience in related field
Le plus de l'offre
Abitilities:
Innovation Oriented
Sharp Analytical skills
Clear and Concise approach
Good in trend analysis and presentation skills
Strong negotiation skills
Good coaching and mentoring skills
Exemplary time management, organizational and communication skills.
Excellent customer service skills are required.
Proactive, self motivated and determined attitude.
Professionalism.
Ability to work under pressure and to multi-task.
Tenacity and willingness to learn.
Ability to build good relationships with local and overseas teams.
Good interpersonal, team bonding and leadership skills.
Good IT/communications background and problem solving skills.
Flexibility relative to working hours
Entité
Customer Services & Operations
Contrat
CDI
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