Orange Business is here
About us
Join us at Orange Business
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 agile environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
About the role
Key Responsibilities
- Customer Communication Ownership — Serve as the single point of contact (SPOC) between customers, Customer Success Managers (CSMs), and internal/external technical teams.
- Governance & Stakeholder Alignment — Organize and lead regular governance meetings, ensuring alignment across support, engineering, and service delivery entities.
- Incident & Escalation Management — Coordinate high-severity incidents, customer escalations,
and cross-team troubleshooting until resolution.
- Problem & Change Coordination — Monitor adherence to problem, change, and vulnerability management processes; track open problems and ensure timely closure.
- Critical Task Tracking — Track escalated tasks, follow up with technical owners, and ensure progress and timely updates.
- HOTO Participation — Participate in handover-to-operations activities, ensuring operational readiness and tracking post-deployment actions.
- Root Cause Analysis Oversight — Ensure timely RCA submissions and communicate findings effectively to customers.
- Change Management Governance — Oversee change approvals, coordinate post-change validations, and ensure compliance with customer policies.
- Vulnerability Lifecycle Management — Track vulnerabilities, ensure remediation plans, and follow up with respective teams for closure.
- Reporting & Insights — Collate and share MIS reports, dashbo
📌 Subject Matter Expert (Mumbai)
🏢 Orange
📍 Mumbai