RESPONSIBILITIES• Operating within the customer specific ITIL aligned Service Management processes, a dedicatedprofessional role supporting the operational requirements of services offered to the client.• To have overall responsibility for Quality of Service and Customer satisfaction for all implemented OrangeBusiness Services in-sourced and outsourced services and solutions on assigned customer(s). (measureservice provided against defined Service Level Agreements)• Ensure customer sees and feels Orange Business Services delivery as a seamless team irrespective ofinternal / third party structures; manage Account resource per service• To be the customer’s primary point of contact within Orange Business Services, for all Service relatedissues, with the exception of Incident Management, where the CSM in case of major incidents could act asa secondary escalation point .• To proactively identify existing customer needs, and opportunities to grow the customer relationship withOrange. Work with the account team to up-sell Service Management and/or other Orange products andservices.• Present and discuss reports provided, including measurements against Customer SLAs on Quality, Change,and Performance. Ensure compliance with Contractual & SLA agreements.

Role as Cisco IPT EngineerPart of Incident Management or Break/Fix team for Cisco UC Network.- Roles and responsibilities include remote troubleshooting of Customer’s network issues.- Assessment of Network topology and several call flow scenarios to find out and mitigate the root cause of anissue.- Troubleshooting VoIP related issues like voice quality, media resources, call routing etc.- Analyze and report any failures to the escalation or HTTS team and work with them for resolving the issue.- Hands-on with VoIP and telecom equipment, standards and technologies.- IP Telephony implementing VOIP technology, Unified Communications, VOIP Protocols as SCCP, SIP, H.323,MGCP.- Working closely with Cisco TAC to resolve complex issues.Roles in Change Management- Creating Change Request for maintenance of UC Network Devices.- Extensive participation in Pre and Post check during the change Implementation.- Driving and giving approvals for Emergency Change Request- Attending CAB calls.