Ntwk & Svcs Perf Sr Analyst

Job description

about the role

Mission: Management of all operational and contractual aspects of the life cycle management with Orange International Backbone Networks’ suppliers worldwide. Main objectives are to guarantee the quality and availability of our networks covering all carrier related aspects from contractual negotiations, circuit design, performance management and service improvement.

 

Pre-deployment phase (BUILD): Your objective is to ensure ‘operational readiness’ by working with the multiple stakeholders in the carrier selection process, supporting Orange Sourcing in the contract phase to secure the required SLAs are in place. Additionally, work with Orange Network Design and Deployment teams to ensure the most resilient and diverse connectivity scenario possible is built, followed by support to the handover to operations checking that every aspect required is made available to our NOC teams (contact list, escalation matrix, correct carrier name, circuit design documentation, and SLA contractual clauses).

 

Post-deployment phase (RUN): Your focus is to maintain a healthy and professional relationship with the carriers while pushing towards outstanding performance and continual improvement. Your responsibilities come from building a solid and trustful relationship with senior carrier representatives and the stakeholders within Orange, both internally and extended to Customer Services division and Sourcing. Performance management of the carriers in your portfolio is your primary assignment where the regular operational review meetings is the center pillar alongside with interlock meetings with Engineering, Customer Support and Network Operations management teams.

 

From the contract negotiation, through the design stage into the operational performance life-cycle management, the job includes extensive internal and external communication with the goal to achieve an outstanding Customer Experience for our customers.

Roles and Responsibilities:

 

Operational Supplier Management:

Contribution (with Sourcing) to contract negotiations for operational matters (SLAs, QoS specific clauses) and the claim of Service Credits for SLA breaches,

Ensure tools for Contacts and Inventory have the most updated carrier information,

Analysis of all performance related aspects and KPIs of the selected carriers in your region,

Host regular operational review meetings with the ‘Top’ carriers in your portfolio,

Ownership of RCAs and SIPs for all carrier caused problems in your region,

Represent Network Operations for crisis management when the carriers are involved,

Communicate extensively with internal and with the extended team (Sourcing, Engineering, Customer Services) sharing information on suppliers: performance, points of contact & escalation, contractual SLA & service credits details.

about you

Customer focused.

Responsible attitude and ability to work remotely under minimum direct supervision.

Proven experience of dealing with external partners at all levels in an international and multicultural environment .

To be able to set-up and manage transverse actions in a complex organization.

Ability to tele-work and still be engaged with team members, partners and customers across multiple countries.

Fluent in spoken and written English and Spanish; Portuguese native.

Proven understanding of Telecom Industry in the Americas (major players, etc)

Solid Knowledge of performance reporting, SLA adherence and compliance, statistics reading and analysis.

Advanced knowledge of Orange International Networks and related service platforms at functional and operational level (how do they work and how do we build and operate them).

General computer skills: MS Office and Collaboration tools (WebEx, Teams)

Knowledge of software skills/coding language and automation environment (Visual Basic, Excel Macro, R, PHP, python etc.) would be a plus

additional information

Communication and reporting are the key aspects, combined with a general understanding of telecommunication networks and related technologies/services; a multicultural and international experience would be appreciated.

You have to be able to build a solid and trustful network of collaboration with colleagues internally and partners externally.

Business trips abroad may be necessary for short periods of time

department

Orange Intl Ntwk Infr & Svcs

contract

Regular