Associate Engineer, PSM

About the Role

This role centers on maintaining in-depth expertise across various network platforms and technologies to ensure uninterrupted service delivery, utilizing advanced diagnostic tools, automation, and machine learning to promptly resolve operational incidents and optimize network performance, all while collaborating effectively within a technical support framework aligned with Orange Business Services' objectives. This role does not include people management or financial decision-making responsibilities, allowing concentration on operational task execution and technical support contributions.

Key Responsibilities

• Maintain comprehensive knowledge of network operation platforms, protocols, and services including Software Defined Network, Private Cloud, Content Delivery Network, Voice, and IP networks.
• Diagnose and resolve network and service incidents using advanced testing tools, ensuring continuous service availability.
• Develop and deploy automation initiatives for operational tasks leveraging Python, RPA, and related technologies.
• Utilize Machine Learning and Artificial Intelligence tools to enhance diagnostic and troubleshooting processes.
• Support technical change management activities to preserve service architecture integrity.
• Exercise proactive incident response with initiative and effective decision-making under minimal supervision during urgent situations.
• Provide expert-level technical support for global customer service centers by resolving backbone network and SDx/Cloud Infrastructure issues efficiently, meeting defined performance indicators.
• Identify and address network congestion by coordinating capacity upgrades with Network Build and Run teams in a timely manner.
• Contribute to network performance and customer satisfaction goals by delivering high-quality, second-level technical support across backbone network platforms and SDx/Cloud services.
• Execute proactive monitoring across networked platforms including SDN, Private Cloud, CDN, Voice, and IP networks to promptly identify and remediate issues, supporting service continuity.
• Perform detailed diagnostics leveraging technical expertise and automation tools to resolve platform incidents efficiently.
• Implement automation of operational tasks using tools such as Incident Orchestrator to enhance alarm management and reduce response times.
• Ensure consistent and clear communication during shift handovers to maintain operational awareness and accountability.
• Manage medium to high-complexity incidents with appropriate escalation to uphold service standards and customer satisfaction.
• Balance incident response duties with preventive operational tasks prioritized by business impact.
• Conduct quality of service evaluations and engage in problem management aligned with service level agreements and operational requirements.
• Maintain current knowledge of operational procedures and accurately apply them in daily tasks.
• Guide and support team members by providing technical expertise and procedural advice to enhance collective capabilities.
• Monitor recurring incidents and develop proactive corrective and preventive strategies.
• Maintain situational awareness of physical site conditions to facilitate coordinated responses requiring on-site interventions.
• Coordinate effectively with vendors, field services, and carriers to oversee testing, hardware replacements, and manage escalations to sustain service availability.
• Support supervisory personnel during major incidents by contributing to effective response and recovery activities.
• Participate in business continuity, disaster recovery, and crisis management efforts beyond standard hours to ensure operational resilience.
• Contribute to cost-effective operational practices through process improvements and automation.

Requirements & Tech Stack

• Maintain comprehensive knowledge of network operation platforms, protocols, and services including Software Defined Network, Private Cloud, Content Delivery Network, Voice, and IP networks.
• Proficiently resolve technical issues across multiple platforms while strictly adhering to operational procedures.
• Experience in troubleshooting, automation, and continuous improvement within telecom environments.
• Utilize advanced testing tools, automation, and machine learning.
• Leverage Python and RPA for automation initiatives.
• Utilize Machine Learning and Artificial Intelligence tools.
• Implement automation using tools such as Incident Orchestrator.
• Additional language skills are considered advantageous.

Qualifications

• Demonstrate advanced skills in optimizing global network operations.
• Solid foundation in network technologies.
• Communicate professionally to align with diverse stakeholders.
• Adapt effectively to changing priorities, maintaining focus on delivering high-quality outcomes in team-oriented settings.
• Rigor, passion for challenges, and determination.
• Seek the opportunity to expand expertise, achieve goals, and thrive.
• Communicate fluently in English.

What We Offer

• Global Opportunities: Work in multi-national teams with the opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment: Flexible working hours and the 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.