Network security engineer

Updated: April 21, 2024 05:52 AM GMT

Orange Business

Antananarivo

Responsibilities :

1/ Case management follow up and resolution
• Manage ticketing tool to track, update and process customer cases on a daily basis.
• Proactive monitoring for systems and solutions in order to ensure service availability for customers. Detect event that may cause service interruption and take remedial actions
• Acknowledge incidents within agreed SLA
• Provide level 1 technical support to ensure service delivery or service restoration
• Transfer/Relay cases to other support entities for either remote or on-site intervention
• Ensure that service level agreements are met for all requests delivery and incident resolution
• Contribute in the handling and resolution of customer escalations

2/ Incident Management
• To manage customer issues and or requests relating to the customer infrastructure according to Service Level Agreement and
• standard incident management processes. These technologies may include but are not exhaustive to Checkpoint, Fortigate, Palo Alto... More Detail