Key Tasks and Responsibilities: Responsible for generating & presenting monthly customer reports including measurements against Customer SLAs on Quality, Change, Capacity, VPN audits and Performance of the service Provide IP expert support and own customer VPN change management including: managed router configuration, activation and acceptance testing for on-going change management Manage End-to-End testing of VPN implemented services with the Customer and internal entities. Effective liaison with customers and working in conjunction with field operations, engineering, Project , Service & Account team staff is required. Properly document all VPN designs and make them available to Operational entities. To analyse the operation of corporate network and to report on quality of service, to submit and manage correction or improvement plans as and when necessary. Account for compliance with Service Levels Agreements (SLA) to the customer Responsible to establish VPN Network Planning Sessions with the Customer and Account team, as required. To assist in Contract negotiation in parallel with Account Manager/Director where applicable. To identify Customer needs and position Service Management offering with Customers in order to meet or exceed revenue and gross margin targets. To lead Technical Customer & Partner meetings in conjunction with Service & Account Team staff regularly. To manage failures and planned maintenance in order to minimize the impact on operational services on customers. To monitor and evaluate usage and traffic management services by production of reports documenting the network service levels compared to the contractual SLA, checking the appropriateness of the services subscribed and their usage, and doing trends analysis. To be involved in the process of validating monthly customer billing
Orange is one of the world\xe2\x80\x99 leading telecommunications operator with sales of 42 billion euros in 2019 and 145,000 employees worldwide as at 31st March 2020, including 85,000 employees in France. The Group has a total customer base of 253 million customers worldwide as at 31 March 2020, including 208 million mobile customers and 21 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunications services to multinational companies, under the brand Orange Business Services. In 2019, the Group presented its new \xe2\x80\x98Engage 2025\xe2\x80\x99 strategic plan, guided by social and environmental accountability, aims to reinvent its operator model. While accelerating in growth areas and placing data and AI at the heart of its innovation model, the Group will be an attractive and responsible employer, adapted to emerging professions. Orange is listed on Euronext Paris (symbol ORA) and on New York Stock Exchange (symbol ORAN) Orange Business Services joined the landscape of Service centers in Kuala Lumpur 5+ years ago (2014) starting from CS&O and in early 2016, it has expanded to other functions like pre-sales, post -sales, Cybersecurity, Operations and Service Desk team with language capabilities.
Bachelor\'s or Equivalent