Subject Matter Expert
Orange Business is here!
About us
Join us at Orange Business!We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
About the role
Key Responsibilities
- Customer Communication Ownership — Serve as the single point of contact (SPOC) between customers, Customer Success Managers (CSMs), and internal/external technical teams.
- Governance & Stakeholder Alignment — Organize and lead regular governance meetings, ensuring alignment across support, engineering, and service delivery entities.
- Incident & Escalation Management — Coordinate high-severity incidents, customer escalations, and cross-team troubleshooting until resolution.
- Problem & Change Coordination — Monitor adherence to problem, change, and vulnerability management processes; track open problems and ensure timely closure.
- Critical Task Tracking — Track escalated tasks, follow up with technical owners, and ensure progress and timely updates.
- HOTO Participation — Participate in handover-to-operations activities, ensuring operational readiness and tracking post-deployment actions.
- Root Cause Analysis Oversight — Ensure timely RCA submissions and communicate findings effectively to customers.
- Change Management Governance — Oversee change approvals, coordinate post-change validations, and ensure compliance with customer policies.
- Vulnerability Lifecycle Management — Track vulnerabilities, ensure remediation plans, and follow up with respective teams for closure.
- Reporting & Insights — Collate and share MIS reports, dashboards, and service insights aligned with customer expectations.
- Service Improvement Planning — Support creation of SIP/CIP reports and ensure alignment with customer initiatives and KPIs.
- Cross-Functional Collaboration — Work closely with network, security, cloud, and SOC/NOC teams to ensure seamless service delivery.
- Customer Advocacy — Represent customer interests internally and ensure proactive issue identification and resolution.
About you
Required Skills & Experience
- Managed Services Expertise — 10+ years of experience supporting managed services across network, security and cloud environments ( Including Service Management).
- Technical Background — Strong understanding of enterprise networking (WAN/LAN/WLAN), firewalls, VPNs, SD-WAN, and cloud networking.
- Security Operations Knowledge — Familiarity with SOC processes, vulnerability management, SIEM, and compliance frameworks.
- Cloud Platforms — Working knowledge of AWS, Azure, and GCP networking, identity, and security services.
- ITIL Processes — Strong understanding of ITIL processes including incident, problem, change, and service request management.
- Communication & Leadership — Excellent communication, stakeholder management, and conflict-resolution skills. Experience in operational governance and facilitating cross-functional collaboration.
- Analytical & Troubleshooting Skills — Ability to understand technical issues, interpret logs, and coordinate SME-level troubleshooting.
- Reporting & Documentation — Experience preparing dashboards, service reports, RCA summaries, and governance decks.
You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.
What we offer
• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).• Professional Development: training programs and upskilling/re-skilling opportunities.• Career Growth: Internal growth and mobility opportunities within Orange.• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.• Reward Programs: Employee Referral Program, Change Maker Awards.