Technical Excellence Partner – Network Engineer

Orange Business Services
Published
October 17, 2020
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Description

About the role:

The Technical Excellence Partner (TEP or TP) job role has been designed for large and complex deal as MSI to cope with the underlying technical and organizational complexities and to remove roadblocks in the customer’s technical journey

As master of technics to collaborate in designing technical solution on complex, non-standard customer business requirements in the pre-sales and/or post-sales phase,

As master of craft with proven hands-on capabilities to validate the design by implementing first few sites in the network, deliver tested configuration templates & configuration guidelines, to drive requirements in term of tools to ensure and secure the right technical dataflow for operating properly,

As master in collaboration to interact with technical stakeholders (design team, engineering, ESC expert), project manager and with customers experts to define the most appropriate way to deliver the solution,

As highest technical operational authority during run phase as well during the customer life cycle for driving critical matters amongst heterogeneous entities for the customer.

The Technical Excellence Partner plays clearly an important role in front of the customer to ensure a seamless transition and transformation of the solution into “state of the art” standards in term of implementation securing the customer business.

Technical Expertise in Solution Design qualification:

Under the responsibility of the ATP (or Senior solution consultant)

Early engagement during the Pre-Sales phase

Contribute to Customer workshop participation

Contribute to customer solution definition, qualification & validation

Ensure compliance with already implemented network architecture and solutions

Contribute with pre-sales design team the Customer network design

Involvement in Design activity

Validate and qualify operationally the HLD

Qualification and verification of new SAM requests,

Provide complementary design documentation for implementing the solution

Design validation and Customer acceptance

Facilitate and support a lab and/or contribute to proof-of-concept for new solutions

Support the first few Customer pilot site implementations

Gather customer and Sales feedback

Technical Expertise in Solution Transition & Deployment:

Own network design documentation

Create the Customer technical documentation for change & release management and operational entities.

Build the Customer specific configuration templates and guidelines to be applied in order to meet Customer service requirements

Decide the project implementation process with lead Project Manager on the high level interlock

Technical alignment of network deployment team

Contact the Lead Project Manager for the official request for resources

Empowered to work with resource managers directly

Enlist the technical knowledge required for the scope of the project to let the manager select the deployment team.

Analyze the resource capacity, coverage & availability and feedback to the Lead PM and let confirm if that would meet the project plan

Train the designated deployment team on Customer technical design specific requirements.

The objectives are to:

Share the technical configuration guidelines, any non-standard items, customized SAT requirements, designated database with the deployment team

Keep the deployment team up-to-date on architectural changes.

Ensure technical knowledge transfer amongst key CS&O teams (VPO, Customer Service Desk,) so that customer solution be aligned with technical and operational rules in place

Direct the Customer network deployment

To share the scope of the project, its rollout schedule and any specificity with the TM deployment team at the start of the deployment phase.

Ensure that all the team members of the Deployment Team are applying consistently the technical recommendations, guidelines and configuration templates

Provide technical expert support to the Deployment Team

Be point of escalation to the Deployment Team with regards to technical issues related to design

Technical Expertise in Solution Operation:

Technical Support in term of Network Security Management: ad-hoc assessment of vulnerability impact based on customer design and devices configuration. Define remediation actions plan with Security Authority (IBO Security Chief of Officer or OBS Customer Security Officer).

Technical support in term of Incident Management:

Provide guidance and support during major incidents & escalations.

Technical support in term of Problem Management :

Be point of escalation for design for the Head of Problem Management team.

Technical support in term of Availability Management:

Ensure Resilience and minimize the effect of component failures by proposing alternative solutions within the TM’s technical scope in order to ensure availability accordance to the SLA Handover of the technical design,

Increase Reliability reviewing the proposed solutions in terms of SPOF and overall robustness of the solution

Hold SIP and ensure the Implementation of technical recommendations outlined in the SIP to improve the availability

Technical support in term of Continuity Management

Ensure service continuity by reducing the impact of a disaster or major failure through operational validation of the general design.

Technical Expertise in Availability Management:

Ensure the maintenance of Engineering and Security standards by auditing regularly the network and devices to ensure and revise company and security standards (IOS review, new security templates, … ) by the TM COE Team

Ensure Resilience and minimize the effect of component failures by proposing alternative solutions within the TM’s technical scope in order to ensure availability accordance to the SLA.

Ensure continuous operation and minimize the effect of planned downtime through the knowledge of network by implementing the changes effectively with the capability for swift workarounds.

Increase Reliability reviewing the proposed solutions in terms of SPOF and overall robustness of the solution

Hold SIP and ensure the Implementation of technical recommendations outlined in the SIP to improve the availability

IT Service Continuity Management:

Ensure service continuity by reducing the impact of a disaster or major failure through operational validation of the MACDs designed

Prevent a loss of customer confidence through technical competence and customer facing attitude, enhanced with deep knowledge of the customer IP solutions during crisis.

Ensure the recovery plans are in place to support the customer’s service continuity plans by maintaining accurate customized solution documents and recovery plans under CMDB (DIS) database in favor of incident management.

Customer:

Ensure being POC for all Customer meetings to present high technical expertise and support.

Ownership of the technical qualification of requests from CSM/CSD or PS.

Technical Owner for CAB process (even if Lead VPO delegates to another VPO, he/she remains accountable)

Accountable of the Customer VPN configuration integrity (responsible for VPN global audits).

Ownership of official SIP (in front of Customer): either builds or signs-off from the team input.

TM COE Workload and Skills Management:

Manage the overall workload amongst the TM COE team by distributing specific requests amongst the team.

Ensure that skills sets amongst the TM COE team is appropriate

Engage with remote TM Operation Managers to ensure right level of expertise.

Manage and focus on VPO service deliverables with right time management.

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