Cmd Specialist

CMD Specialist will implement all the IPT, IPCC and Microsoft SKYPE For Business voice changes requested by the customer with full end-to-end responsibility to deliver and control changes according to agreed SLAs and quality levels
- Support the implementation of all IPCC changes with full end-to-end ownership
- Classify the change request according to its complexity defined in the service change catalogue
- Validate data for each change request
- Liaises with different entities to get the change activated in agreed time as per SLA with Customer
- Act as the SPOC for the customer till change request is activated
- Communicate the results to the customer and closes the case
- Monitor and report quality of first time right, on-time change implementation
- Ensure and monitor delivery of change implementation within customer agreed down time
- Manage bulk migrations projects using standard process and procedures
- Assess, prioritize, respond and report on time for expedite requests
- Willing to work in 24x7 environment

**about you**:

- B.Sc. Engineering, Telecommunications or Computer Science
- Minimum 3 years of experience in the fields of Telecommunication and Networking
- Minimum 2 years in a customer facing roles
- Preferred 1-2 years of experience in IPT/ IPCC / Microsoft SKYPE services
- Fluent in English
- CCNA Collobration certification is required (IPTV1 and IPTV2 certifications would be a plus)
- Good knowledge of contact centres, IPT, VOIP and Microsoft SKYPE
- Should have good knowledge of Layer 1,2 and 3 OSI level troubleshooting skills.
- Understanding of networking technology and systems utilized in global WAN and LAN
- Business to business communications and IT systems environment.
- Good interpersonal & knowledge of written/spoken English language
- Good time management, and organizational skills.
- Ability to work under pressure to deal with multiple tasks.
- Ability to provide exemplary customer focused support in a fast paced environment.
- Willingness to learn and expand knowledge with strong focus on Technical/soft skills.
- Team work, uses a team approach to solve problem when appropriate.
- Good knowledge and understanding of Change Management environment (ITIL certificate would be a plus)

**additional information**:
Orange Business Services, Egypt MSC, is located at City Stars Complex at the heart of one of the biggest shopping malls in Cairo. We are a Global organization with exposure to customers of diverse nationalities & backgrounds.
Orange aims to be recognized as an employer of choice by and not limited to being an ethical & socially responsible employer, offering career & development opportunities, providing a positive quality of life at work, and recognizing & rewarding our people for individual & collective contributions to our success. Our benefits include supporting our people with the highest level of medical & life insurance to them, their spouses, & children while having a strong network to discounted rates at a number of providers.

**department**:Customer Services & Operations

**contract**:Regular