Senior Network Security Engineer

Job Description

about the role
– Troubleshooting and resolving high complexity customer faults.
– Provide next level technical support for Level 1 Specialists.
– When resolution is not possible ensuring the fault is passed to the most appropriate group able to resolve.
– Perform service changes by assessing risk and implementing requests reported within the agreed Change Management process through Orange Change tools.
– Resolve service problems by performing root cause analysis and designing action plans for unknown errors reported through: Problem Management Dashboard.
– Perform solution releases by authorizing, validating (changes, upgrades, updates, patches and migrations) and implementing them.
– Manage customer (internal and external) calls and provide them with regular updates as per each of the service support processes.
– Perform SIPs actions managed by senior engineers and update the action plan of the SIP
– Perform technical & management escalation as implied by the escalation process to ensure security tasks are progressing toward resolution and/or completion.