Senior Operations Consultant

**About the role**:
Consultant Role/Responsibilities
- Review and suggests potential design enhancements based on incidents’ lessons learned.
- Analyze reoccurring faults and arrange permanent fix plans.
- Set foundation for continuous service improvement (technical improvement of the customer’s connectivity services and operational improvement of OBS support).
- Act as Technical Leader for critical major incidents and complex incidents, including interfacing with customer VP-level and vendors/supplier lead technical staff.
- Prepare/Validate Technical Root Cause Analyses to be shared with the customer.
- Communicate required LLD updates to design team to mirror the site's operational configurations.
- Lead technical interlock with the BASF operations lead technical experts and teams.
- Oversee all operations technical teams activities (incident management, operational changes, inventory, etc.).
- Join all major transformation project meetings to ensure the operations team remains aligned with changes to customer network.
- Assist change teams in evaluating changes impact on critical and highly classified sites.
- Act as technical reference for all operational teams at all levels.
- Provide technical coaching and mentoring to connectivity experts.
- Develop and provide technical trainings for all operations teams (all levels) to develop skills at Level 1 and Level 2.
- Key interlock with Cisco and other suppliers.
- Own technical resolution by vendors (e.g., Cisco) and Regional Service Suppliers (RSS) such as BT, Singtel, Verizon, DT, Orange, etc.
- Be part of 24x7 operational support for LAN, WLAN, SDWAN, and any other connectivity services).
- Responsible for all operational (SDWAN or LAN or WLAN) sites for a multi-national customer in over 90 countries.
- Provide level 3 troubleshooting and remediation of customer (SDWAN or LAN or WLAN) networks.
- Provide network support for 100% uptime critical networks.
- Ensure compliance with standards, laws, and privacy policies.
- Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
- Comply with all the special process and procedures agreed with the account teams and customers.
- Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process.
- Perform technical escalations in line with company procedure.
- Document all troubleshooting and case management actions via the electronic case management system.
- Determination to process tasks according to predefined processes is essential.

**About you**:

- A minimum of 10 years of hands-on technical experience in multiple connectivity domains.
- CCIE R&S + CCIE DC.
- Master of at least one connectivity domain (WLAN or SDWAN), with in-depth overall experience in LAN
- Leadership (crisis situations, ability to interact with executive customer and supplier management levels, etc.).
- Excellent communication skills (written and oral) (at least level B2, and preferably C1/C2).
- Results oriented.
- Agile mindset and flexible.

Key Interlocks
- External: Customer (Executive VP level), Suppliers and Vendors (management and technical)
- Internal: Up to M+2 level (management), CBU, and all technical levels (operations and design), within CSO and outside CSO (solutions consultants,

**Additional information**:

- Strong leadership skills.
- Demonstrates cooperation and teamwork.
- Problem Ownership until resolution.
- Prioritization and balance in tense situations and work activity in multitask situations.
- Service oriented, customer focused, and have the ability to resolve complex problems through a calculated and methodical approach.
- Strong time management, organizational and communication skills.
- Ability to coach and mentor peers and subordinates.
- Ability to lead and provide direction in resolving business critical problems at the highest organizational level.
- Flexibility in terms of working hours.
- Fluent English is a MUST.
- German is a plus.

**Department**:
Global Delivery & Operations

L’ambition d’Orange Business est de devenir l’intégrateur réseaux et numérique de référence en Europe, en nous appuyant sur nos forces autour des solutions de connectivité nouvelle génération, du cloud et de la cybersécurité.

Nos 30 000 femmes et hommes présents dans 65 pays, dont chaque voix compte, sont tous animés par la même détermination et le même esprit d’équipe, pour construire les solutions digitales d’aujourd’hui et de demain et créer un impact positif pour nos clients, pour leurs salariés et pour la planète.

Nous offrons des opportunités passionnantes grâce à des projets innovants dans la data et le digital, le cloud, l’IA, la cybersécurité, l’IoT, ou encore le digital workspace et le big data.
- Venez vivre cette aventure avec nous

**Contract**:
Regular