Subject Matter Expert

Role overview

Subject Matter Expert at Orange Business

We are looking for an experienced UCC, Network & Security professional to provide end-to-end support for enterprise infrastructure in a global managed-services environment.

The role will cover Unified Communications & Collaboration, Voice/Video/AV, Network, SD-WAN, Internet, Firewall, VPN, SASE/SSE and Network Security.

The candidate will be responsible for monitoring, incident and problem management, troubleshooting, change implementation, service improvement, customer coordination and proactive automation across a multi-vendor environment.

Responsibilities

• Provide 24x7 operational support for enterprise UCC, Network and Security infrastructure.
• Monitor infrastructure and proactively identify service-impacting issues.
• Troubleshoot complex incidents across UCC, Voice, Video, Network and Security domains.
• Provide L1/L2/L3 technical support based on role requirements and ensure timely SLA-based resolution.
• Own incidents from identification through resolution, including major/P1/P2 incidents.
• Perform technical troubleshooting, root-cause analysis and permanent corrective actions.
• Coordinate with internal technology teams, customers, OEMs, ISPs and third-party vendors.
• UCC / Voice / Video / AV.
• Support enterprise Unified Communications and Collaboration platforms.
• Experience with Cisco Collaboration/Webex, Microsoft Teams, Zoom, Avaya, Poly, Crestron or equivalent platforms.
• Troubleshoot SIP, VoIP, call routing, dial plans, registration, SBC and media-related issues.
• Support Video Conferencing and meeting-room infrastructure.
• Troubleshoot VC endpoints, cameras, microphones, displays, touch panels and room-control systems.
• Support device registration, pairing, calendar synchronization and connectivity issues.
• Perform proactive UCC/VC health checks and monitoring.
• Support VVIP meetings, live-assist and business-critical collaboration services.
• Support UCC/VC migrations, upgrades, refreshes and onboarding.
• Network.
• Support enterprise LAN, WAN, Internet and data-center connectivity.
• Troubleshoot routing, switching, VLAN, STP, TCP/IP, DNS, DHCP and QoS.
• Experience with Cisco, Juniper, Aruba or equivalent technologies.
• Troubleshoot BGP, OSPF, static routing and network connectivity.
• Support MPLS, Internet and SD-WAN environments.
• Troubleshoot latency, packet loss, jitter and bandwidth-related issues.
• Coordinate with telecom/ISP providers for circuit and connectivity issues.
• Support network deployments, migrations and technology refresh activities.
• Network Security.
• Support enterprise firewall, VPN and network-security infrastructure.
• Hands-on experience with Palo Alto, Fortinet, Check Point, Cisco ASA/FTD or equivalent.
• Troubleshoot firewall policies, NAT, routing, VPN and application connectivity.
• Support IPsec/SSL VPN and remote-access solutions.
• Exposure to Zscaler, SASE/SSE, Zero Trust, NAC and Cisco ISE.
• Perform security-event and firewall-log analysis.
• Support security changes, hardening and vulnerability remediation.
• Work closely with SOC teams for security incidents and investigations.
• Monitoring & Service Operations.
• Monitor infrastructure using tools such as SolarWinds, ServiceNow, NetPath, PRTG, Splunk, LogicMonitor or OEM monitoring platforms.
• Analyze alerts and correlate events across UCC, Network and Security.
• Identify recurring issues and service-impacting trends.
• Perform proactive health checks and capacity/performance monitoring.
• Maintain operational dashboards and service reports.
• Ensure accurate documentation of incidents, changes and operational activities.
• Incident / Problem / Change Management.
• Handle P1/P2/P3 incidents within defined SLA.
• Participate in Major Incident Management and customer bridge calls.
• Perform RCA and problem management for recurring incidents.
• Prepare and implement approved changes.
• Define implementation, validation and rollback procedures.
• Perform pre- and post-change health checks.
• Follow ITIL, CAB and customer-specific processes.
• Maintain SOPs, MOPs, EOPs, runbooks and knowledge articles.
• Automation & Continuous Improvement.
• Identify opportunities to eliminate repetitive manual activities.
• Develop automation using Python, PowerShell, APIs or equivalent technologies.
• Automate device health checks, monitoring, reporting and validation.
• Develop dashboards for service health, availability and performance.
• Support AIOps/GenAI-based operational improvements where applicable.
• Drive initiatives to improve MTTR, service availability, operational efficiency and customer experience.
• Customer & Vendor Management.
• Act as a technical interface with customer teams.
• Provide regular updates during incidents and service-impacting events.
• Participate in service reviews and technical discussions.
• Coordinate with OEMs and third-party vendors for complex issues.
• Manage vendor cases and ensure timely technical resolution.
• Support customer escalations and critical business events.
• Required Technical Skills.
• UCC / Collaboration.
• Cisco Collaboration, Webex, Teams, Zoom, Avaya, Poly, Crestron, SIP, VoIP, SBC, Video Conferencing and AV technologies.
• LAN/WAN, TCP/IP, Routing & Switching, BGP, OSPF, VLAN, STP, DHCP, DNS, QoS, MPLS, SD-WAN and Internet connectivity.
• Security.
• Palo Alto, Fortinet, Check Point, Cisco ASA/FTD, VPN, NAT, IPS/IDS, Zscaler, SASE/SSE, NAC and Cisco ISE.
• Automation.
• Python, PowerShell, REST APIs, JSON and basic Linux scripting.
• Strong experience in at least two of the three major domains: UCC, Network and Security.
• Experience in a global, multi-vendor and 24x7 managed-services environment.
• Strong customer-facing and stakeholder-management skills.
• Ability to work under pressure during critical incidents.
• Strong analytical, troubleshooting and problem-solving capabilities.
• CCNA / CCNP.
• Palo Alto / Fortinet / Check Point certifications.
• Cisco Collaboration certifications.
• Microsoft Teams / Zoom certifications.
• Zscaler / SASE certifications.
• ITIL Foundation / ITIL 4.
• Relevant cloud and security certifications.
• Key Competencies.
• End-to-end technical ownership.
• Strong troubleshooting and analytical skills.
• Customer orientation.
• Incident and crisis management.
• Cross-technology collaboration.
• Vendor management.
• Process and governance adherence.
• Automation and continuous improvement mindset.
• Strong communication and documentation skills.
• Key Performance Areas.
• SLA / KPI compliance.
• Service availability.
• Incident resolution and MTTR.
• Change success rate.
• Problem reduction.
• Customer satisfaction.
• Proactive monitoring.
• Automation and operational improvement.
• Knowledge management.
• Service stability and continuous improvement.
• You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.
• Global Opportunities: Work in multi-national teams with 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 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.
• 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.

Preferred qualifications and skills

• Preferred Certifications.

Employment details

• Location: NAVI MUMBAI [INDIA], MUMBAI [INDIA]

About the employer

• Join us at Orange Business!

Additional role details

• Publication date : Sep 29, 2026, 12:00AM.
• 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.