Senior L3 Security Support Engineer

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 dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About the role

The responsibilities will include but are not limited to:

• Provide L3 support for issues reported from L2 for multiple technologies, and act as a technical escalation point.
• Work directly with the vendors when needed to achieve fault resolution within SLA definitions.
• Coordinate with the engineering team on the validation of new releases.
• Act as a point of reference for both technical and process inquiries from other team members or external customers.
• Act as a coach/mentor for both the team and other teams like Service Operations Teams and Change & Release Management teams; prepare training material, arrange for training premises and aids, and provide training sessions.
• Provide next level technical support for Level 2 Engineers.
• Resolve service problems by performing root cause analysis and designing action plans for unknown errors reported through the Problem Management Dashboard.
• Perform SIPs actions managed by senior engineers and update the action plan of the SIP.
• Perform technical and management escalation as implied by the escalation process to ensure security tasks are progressing toward resolution and/or completion.
• Have a view on team vision in order to apply it on day-to-day activity scope.
• Communicate to managers areas of improvement and process gaps.
• Keep managers updated regarding escalated or critical issues.
• Lead onboarding plan for newcomers (follow up on their knowledge growth, access creation, weakness points, etc.).
• Contribute in customer handover, especially for customers with special processes or solutions.
• Perform any additional tasks assigned by the team manager.

About you

Must have

• At least 7 years of professional experience.
• At least 5 years of IT/network security support technical experience.
• Very good understanding of network security technologies.
• Excellent understanding of IT and networking fundamentals.
• Excellent phone business communication and facilitation skills.
• Good understanding of mobility and managed authentication services.
• Good understanding of ITIL incident and change management processes.
• B.Sc degree in computer, communication, or electronics engineering.
• Fluency in English both written and spoken.
• Very good communication skills.

Nice to have

• Certification in CCNP Security, PCNSE, CISSP.
• Soft skills/business courses (time management, facilitation skills, interpersonal skills, etc.).
• Fluency in French both written and spoken.

You bring passion, energy, taste for exploration, and adaptability. You seek the opportunity to expand your knowledge and develop new skills.

What we offer

• Global opportunities: Work in multinational teams with the opportunity to collaborate with colleagues and customers from all over the world.
• Flexible work environment: Flexible working hours and possibility to combine work from office and home (hybrid way 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 and inclusion initiatives, CSR and employee connect events.
• Reward programs: Employee referral program, Change Maker Awards.

Only your skills matter. Regardless of your age, gender identity, race, ethnic origin, religion or belief, sexual orientation, marital status, neurodiversity, disability, veteran status, or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disability-inclusive company and equal opportunity employer: please feel free to let us know about any specific needs you may have.

At Orange, only your skills matter. Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation. Orange is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.