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
Role Overview
We are looking for an experienced UCC, Network & Security professional to provide end-to-end support for enterprise infrastructure in a global managed-services environment. The role will cover Unified Communications & Collaboration, Voice/Video/AV, Network, SD-WAN, Internet, Firewall, VPN, SASE/SSE and Network Security.
The candidate will be responsible for monitoring, incident and problem management, troubleshooting, change implementation, service improvement, customer coordination and proactive automation across a multi-vendor environment.
Key Responsibilities
Provide 24x7 operational support for enterprise UCC, Network and Security infrastructure.
Monitor infrastructure and proactively identify service-impacting issues.
Troubleshoot complex incidents across UCC, Voice, Video, Network and Security domains.
Provide L1/L2/L3 technical support based on role requirements and ensure timely SLA-based resolution.
Own incidents from identification through resolution, including major/P1/P2 incidents.
Perform technical troubleshooting, root-cause analysis and permanent corrective actions.
Coordinate with internal technology teams, customers, OEMs, ISPs and third-party vendors.
UCC / Voice / Video / AV
Support enterprise Unified Communications and Collaboration platforms.
Experience with Cisco Collaboration/Webex, Microsoft Teams, Zoom, Avaya, Poly, Crestron or equivalent platforms.
Support UCC/VC migrations, upgrades, refreshes and onboarding.
Network
Support enterprise LAN, WAN, Internet and data-center connectivity.
Troubleshoot routing, switching, VLAN, STP, TCP/IP, DNS, DHCP and QoS.
Experience with Cisco, Juniper, Aruba or equivalent technologies.
Troubleshoot BGP, OSPF, static routing and network connectivity.
Support MPLS, Internet and SD-WAN environments.
Troubleshoot latency, packet loss, jitter and bandwidth-related issues.
Coordinate with telecom/ISP providers for circuit and connectivity issues.
Support network deployments, migrations and technology refresh activities.
Network Security
Support enterprise firewall, VPN and network-security infrastructure.
Hands-on experience with Palo Alto, Fortinet, Check Point, Cisco ASA/FTD or equivalent.
Troubleshoot firewall policies, NAT, routing, VPN and application connectivity.
Support IPsec/SSL VPN and remote-access solutions.
Exposure to Zscaler, SASE/SSE, Zero Trust, NAC and Cisco ISE.
Perform security-event and firewall-log analysis.
Support security changes, hardening and vulnerability remediation.
Work closely with SOC teams for security incidents and investigations.
Monitoring & Service Operations
Monitor infrastructure using tools such as SolarWinds, ServiceNow, NetPath, PRTG, Splunk, LogicMonitor or OEM monitoring platforms.
Analyze alerts and correlate events across UCC, Network and Security.
Identify recurring issues and service-impacting trends.
Perform proactive health checks and capacity/performance monitoring.
Maintain operational dashboards and service reports.
Ensure accurate documentation of incidents, changes and operational activities.
Incident / Problem / Change Management
Handle P1/P2/P3 incidents within defined SLA.
Participate in Major Incident Management and customer bridge calls.
Perform RCA and problem management for recurring incidents.
Prepare and implement approved changes.
Define implementation, validation and rollback procedures.
Perform pre- and post-change health checks.
Follow ITIL, CAB and customer-specific processes.
Maintain SOPs, MOPs, EOPs, runbooks and knowledge articles.
Automation & Continuous Improvement
Identify opportunities to eliminate repetitive manual activities.
Develop automation using Python, PowerShell, APIs or equivalent technologies.
Automate device health checks, monitoring, reporting and validation.
Develop dashboards for service health, availability and performance.
Support AIOps/GenAI-based operational improvements where applicable.
Drive initiatives to improve MTTR, service availability, operational efficiency and customer experience.
Customer & Vendor Management
Act as a technical interface with customer teams.
Provide regular updates during incidents and service-impacting events.
Participate in service reviews and technical discussions.
Coordinate with OEMs and third-party vendors for complex issues.
Manage vendor cases and ensure timely technical resolution.
Support customer escalations and critical business events.
About you
Required Technical Skills
UCC / Collaboration:
Cisco Collaboration, Webex, Teams, Zoom, Avaya, Poly, Crestron, SIP, VoIP, SBC, Video Conferencing and AV technologies.
Network:
LAN/WAN, TCP/IP, Routing & Switching, BGP, OSPF, VLAN, STP, DHCP, DNS, QoS, MPLS, SD-WAN and Internet connectivity.
Security:
Palo Alto, Fortinet, Check Point, Cisco ASA/FTD, VPN, NAT, IPS/IDS, Zscaler, SASE/SSE, NAC and Cisco ISE.
Automation:
Python, PowerShell, REST APIs, JSON and basic Linux scripting.
Strong experience in at least two of the three major domains: UCC, Network and Security.
Experience in a global, multi-vendor and 24x7 managed-services environment.
Strong customer-facing and stakeholder-management skills.
Ability to work under pressure during critical incidents.
Strong analytical, troubleshooting and problem-solving capabilities.
Preferred Certifications
CCNA / CCNP
Palo Alto / Fortinet / Check Point certifications
Cisco Collaboration certifications
Microsoft Teams / Zoom certifications
Zscaler / SASE certifications
ITIL Foundation / ITIL 4
Relevant cloud and security certifications
Key Competencies
End-to-end technical ownership
Strong troubleshooting and analytical skills
Customer orientation
Incident and crisis management
Cross-technology collaboration
Vendor management
Process and governance adherence
Automation and continuous improvement mindset
Strong communication and documentation skills
Key Performance Areas
SLA / KPI compliance
Service availability
Incident resolution and MTTR
Change success rate
Problem reduction
Customer satisfaction
Proactive monitoring
Automation and operational improvement
Knowledge management
Service stability and continuous improvement
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.
Only your skills matterRegardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.
At Orange, only your skills matter.
Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation.
Orange is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.
Subject Matter Expert at Orange Business — BranchFactor