Orange Business
Location
Gurgaon | India
Job description
As the technical architect, transferring customers’ requirements into a solution based on Oranges’ products and services. For all installed customer base, owner of technical design from concept through quotation to subsequent ordering and implementation, including technical validation of all associated customer deliverables.
key accountabilities key result / decision areas (outcomes):
• Maintain a good level of communication with allocated customer base and act as technical champion within OBS. • Become an integral part of the customer account team
• Liaise directly with customer to obtain all relevant technical information for successful quote and order validation for MAC & project delivery • Get it right first time , attention to detail
• Provide full technical detail as required for the service that is being ordered (in line with the high level customer requirements captured by Sales) as specified by the Quote • Maintain excellent technical order quality
• Ensure service details being requested can be delivered (checking Availability, Capacity, Technical Compliance, Regulatory etc) and create/validate pricing scenarios • Early validation of quotes with feedback to Salesr & the customer
• Create additional validation requests (ie COS & SAM) and capture additional costs into the pricing scenario • Early validation of non-standard requests & prevent revenue leakage
• Selection and validation of the access circuit quote against the service requested. • Get it right first time , attention to detail
• Delivering additional Technical Information as required (eg SRF2) • Transfer customer details for accurate router configurations
• Own/Document and amend the SLA requirements • Ensure SLA reports are current in line with the CSI-CSM Interlock process
• Resolution of Technical Rejections from SI teams • Avoid unnecessary order delays, provide concise clarification
• Ownership of the Technical step in QUOTO • Avoid unnecessary Quote delays, provide concise clarification
• Ownership of the Capture Technical Details step in Gold • Avoid unnecessary order delays, provide concise clarification
• Propose alternative solutions to resolve problems and service availability issues • Demonstrate your value and that of Orange Business Services
• Respond promptly to queries pertaining to assigned orders and Quotes • Avoid unnecessary order delays, provide concise clarification
• Meet or exceed the targets set by the management with regards to order processing, technical clarifications and personal development • Personal development and CSAT improvement
• Accountable for on time technical validation and reduction of the Lead Time to Connect • Work with team to ensure technical validation and customer responses within committed timeframes and meeting major milestones
• Authority to initiate escalations to local team leader • Take ownership of issues
• Any other duties as required by Manager
knowledge and abilities:
Knowledge / Understanding of:
Service Delivery processes and organization
TCP/IP, Frame Relay, ATM, IPVPN, Remote Access protocols
Messaging, Voice/IPT and Security services
Project Management skills
Time management skills and able to balance multiple projects & tasks
Ability:
Demonstrate initiative in proactively identifying and resolving problems that can potentially jeopardize the service due date and service quality
Detail oriented
Excellent organizational and planning skills
Customer facing skills with demonstrable experience
education, qualifications, and certifications
Required:
Degree/Equivalent in telecommunications or IT field
Fluent in both spoken and written English
Experience working with and designing RIP, OSPF, EIGRP and BGP routing protocols
Reasonable commercial acumen
Excellent communication and interpersonal skills
Independent self starter
“Can Do”, customer-focused attitude
Team Player
Desirable:
Nortel Certifications
Cisco Certified (or equivalent experience) to CCNA – CCNP/CCDP preferred
Voice/IPT, Messaging or Security experience beneficial
Excellent knowledge of OBS solutions and services
experience:
5 years technical experience in telecommunications / service provider arena
Previous success in a customer facing technical support or pre-sales role
Job tags
Salary
