Service monitoring center and incident coordination engineer

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Your mission

As SMC-IC (Service monitoring center and incident coordination) Engineer you monitor the functioning of the Orange network as well as the associated IT & Telco services and follow-up the planned operations and define priorities in cooperation with other engineering and operational teams in order to minimize the impact on the Orange Customers and IT operations. You act as a SPOC for all internal teams and external partners in case of incident. (Change, Incident, Event, Problem and Configuration Management).

The activities are performed 24h/24h 7d/7d. As SMC-IC engineer you participate in a shift.

As SMC-IC Engineer:

You monitor the Orange services and applications for the internal and external customers through events, real-time traffic analysis, trends, simulation of customer perception and predictive impact analysis.

You perform a first analysis of events in order to confirm customer impact and/or incident resolution.

You launch, follow up and manage the resolution of incidents related to Orange convergent products & services, applications and network elements in all IT and Telco Network domains for internal and external customers.

Furthermore, you challenge one or different partners/suppliers on proposed solutions and estimated Mean Time To repair.

You identify, trigger and manage first level Technical and management Escalation, coming from the customer perspective (internal) as well as coming from a technical perspective (partner).

You gather a team of technical, business and management stakeholders and representatives of other departments to coordinate and follow-up the escalation.

"Take the appropriate decisions in the starting of incidents, in the selection of the right priorities and until their closure (especially out of business hours)" is what you will have to do. In case of deviations on the processes, the SMC-IC expert will pro-actively take action to correct the deviation and escalates to the command center expert when needed.

You implement new or amended processes, operational documentation and working methods in close collaboration with the command center experts and external teams within the operational level.

You perform post incident analysis, root cause chasing towards our internal teams and external partners.

Your profile

You have at least a secondary degree with general knowledge of IT and Telecom in an operational environment with knowledge of ITIL framework and processes

You have good analytical and solving skills

You have good negotiation and communication skills

You have the ability to steer a meeting with many stakeholders

Furthermore, you are able to handle a crisis-situation and define priorities under pressure but within fixed procedures

You have good communication skills and are customer-oriented / service-minded

You have Dutch or French with good English (written and spoken)