Incident Management Specialist L1 - Korean Speaker About the role To provide a professional first technical point of contact for the customer and third-party vendors. Diagnose fault-related incidents by effectively utilizing troubleshooting software and other network/product utility programs. Provide updates as needed to the customer in order to meet performance objectives and contractual objectives. To ensure incidents are allocated to the most appropriate \'next step\' as part of the incident flow process. To monitor incidents and perform both technical escalations and managerial escalations in line with company procedures. To monitor systems, customer networks, and products and deal with alerts and events as appropriate. To liaise and refer issues to correct / relevant entities e.g other service desks, PTT, Carriers, Operations & Engineering teams, and other vendors as appropriate. Document all troubleshooting and incident management actions via the electronic incident management system to the highest possible standard. To undertake any other reasonable task as assigned. About you Able to commit for work 24 X 7 shift rotations Ability to work in an international environment but with capability to work independently when needed. Ability to engage and partner with customers and internal staff as required. Ability to identify problems and analytically solve them to resolution as required and without stress. Ability to work in a (virtual) team environment with an internal and external organization and with the customer. Proficient in Korean and English language for writing, reading and speaking. Additional information Education and experience requirements : Minimum qualification of Degree or Diploma or equivalent in IT Filed Minimum 1 years of experience in Network /Incident Management Has a minimum of 1 year of experience liaising with international customers. preferably certified with CCNA/CCNP or other relevant network certifications. Experience working with TELCO provider and product vendors. Relevant working experience and possess sound technical knowledge. Strong technical troubleshooting and knowledge of any of the below technologies needs to be demonstrated (I) IP knowledge - IPVPN, IP Telephony, Internet, LAN, etc. (Ii) WAN knowledge - MPLS, SD-WAN, etc. (Iii) CISCO routers, switches, and standard product knowledge preferred. Please note that only shortlisted candidates will be notified within 2 weeks. Orange Business Services is an Equal Opportunity Employer. We are committed to a diverse workforce and do not discriminate on the basis of age, gender, race, ethnic origin, sexual orientation, gender identity or gender expression, religion/belief, national origin, marital status, disability and veteran status
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.
Diploma / Advanced Diploma / Higher Graduate Diploma / DVM / DKM Level 4 / DLKM Level 5