Company Name: Orange Business Services
Designation: Video Business Ops Manager
Experience: 3 – 7 years
Qualification: UG :Any Graduate
PG :Any Postgraduate
Job Description: Customer management
Manage efficiently customer portfolios, customer relationship for Video Operations Department
Attend customer governance calls (At least on monthly basis).
Present Reporting to CSMs/Customer and provide call feedbacks to operational teams.
Good knowledge of internal external customer processes (network, hosting,)
Participate and support high visibility escalation.
Customer follow up on SIP actions Customer Architecture and Topology
Customer Architecture and Topology
Good technical knowledge on customer environment.
Build and maintain inventory for each customer to include, licenses, software version, etc
Ensure customer documents (LLD, NIP, COG, etc.) and dedicated Sharepoint are up to date.
Maintain configuration templates per customer (settings for endpoints and core devices).
Review and Analyze Usage reporting publication to CSM/Customer.
Handle access authentication to customer equipment (token, )
Ensure that all operations teams have the right access level to all customer equipment
Ensure that the configuration of equipment is well backup and available on a shared folder
Daily Case management and incident Review.
Maintain a follow up on tickets opened per customer.
Raise Alert to Video Operations teams for critical issues
Suggest improvement area to Video Operations teams based on cases studies
Governance calls between BOM and Video Operation Team Leaders and Managers (VNOC L1 and VET France Int’l) to present lesson learnt, improvements axis,
Business reporting coaching
Provide weekly business review dashboard to video operation managers (customer inventory, incidents, capacity, alerts, sensitive issues.
Provide training coaching to Video Operation Teams Members
Change and Release management
Follow and keep track of Changes and deployment to update inventory.
Work closely with Change Manager for change release planning.
Evaluate the necessity to deploy new release communicated/validated by Release Manager.
Validate releases with Release Manager, CSM and Customer.
Provide technical support and monitor successful deployment of all new releases
Perform capacity analysis for each customer thanks to Kapla and/or devices statistics.
Ensure that the adequate amount of licenses are provisioned
Verify the certificates expiration dates
Capacity planning quarter review with CSM and customers.
Ensure that the customer equipment are well proactively monitored in Orchestra
Conduct audits per customer with stakeholders to ensure no non-identified or residual alarms present on orchestra
A suitable candidate should have –
Salary: Not Disclosed
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