About the Role• Accountable for the on-time delivery of all service orders in the assigned local country/ies.• Meet or exceed the targets set by the management with regards to:Customer SatisfactionTDD, RTDD, ITDD, NS#3 and associated metricsManagement of Gold and Sesam ordersDatabase and dispatch accuracyQuality of 1st time installation• Accountable for order management of all customer solution/service orders from the receipt of valid service requests to the local handover as per predefined milestones.• Perform Order Validation of assigned orders with the local customer.• Help define/revise and monitor all metrics based on the local customer's needs/availability.• Determine adequate local entry point.• Accountable for ordering & management of all local loop requests from the receipt of valid service requests to physical customer delivery in accordance with committed schedules.• Accountable for timely receipt of local loops and associated equipment based on a service/solution order received.• Resolve any ordering related issues with the Carrier or Third Party Vendor.• Establish local loop delivery dates in coordination with the service transition metrics.• Proactively coordinate, track and manage service & solution components until full delivery of completed service/solution to the customer.• Perform proactive Order Management to ensure the metrics are met on all orders.• Ensure sales/provisioning databases are accurately updated at all times.• Initiate action to escalate or expedite implementation issues, as required, to minimize delays in meeting customer committed delivery dates for service.• Assess circuit orders optimizing resources (channelized circuits, mux etc…) and cost (reuse of ceased circuits for example).• Manage port allocation process.• Place, track, and ensure completion of circuit orders with relevant local Carrier and third party vendors.• Lead testing of circuit deliveries with Carrier until circuit is fully operational.• Be the Single Point of Contact for the local customer: provide status and progress reports, manage all related customer relationship management questions with the local customer.• Request and analyze site surveys when applicable.• Be the main point of contact for the Field Engineer during the installation phase.• Assist with the various acceptance tests, when applicable.• Incorporate and manage country-specific requirements in the provisioning process.• Any other duties as required by the manager.About You• Sound understanding of telecommunications, messaging, hosting and security protocols and technologies.• Sound understanding of circuits, hardware & associated hosting, security & messaging, and the network – Network Components.• Good understanding of the Service Delivery processes and organization.• Good understanding of all Orange Services.• Good understanding of ST tools such as SESAM, GOLD, SALTO etc. preferred.• Good understanding of the Telco (Carrier) environment.• Excellent organizational and planning skills.• Detail-oriented.• Time management skills.• Customer-facing skills.• Excellent communication and decision-making skills.• Independent self-starter.• Customer-focused.• "Can Do" attitude.• Team spirit.• Fluent in English.• Degree/Equivalent in telecommunications field preferred, not mandatory.• Solid experience in the specified local telecommunications area.• Customer Service and Telecommunications experience highly desirable.DepartmentGlobal Delivery & OperationsOrange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.
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