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Technical Operation Owner

ref : 551529 | 11 Dec 2018

apply before : 11 Mar 2019

CityStars, Cairo, Égypte - Egypt

about the role

Purpose:
- the TOO (Technical Operations Owner) is a position in an IT Delivery « Customer Operations » or « Infrastructure Operations » entity.
- Accountable for IT Delivery for the service being delivered by an application, a set of applications, a shared platform, or an infrastructure service.
- Key point of contact for the IT Delivery “Customer Production Manager” (CPM), regarding the services under his responsibility; he is in direct relation with the IT-CSM and even the customer.

Responsibilities:

- Service Implementation
owns or is involved in decision for handover to Operations, and manage priorities.

- Incident and Crisis Management
key contact for the CPM and the IT-CSM for escalations and crisis management or when SLA are not met, the TOO is responsible for coordinating the "Service Restoration" for an application, a set of applications, a shared platform, or an infrastructure service.
Can contribute to service restoration actions.

- Problem Management
initiates and manages the action plans, including follow-up of implementation.

- Change Management
attends CABs if there is a complex non-standard change impacting an application, a set of applications, a shared platform, or an infrastructure service.  
Involved in Post Implementation Reviews.

- Release Management
manages the implementation of complex releases.
Involved in the rollout planning, communication/training, installation and distribution phases of the process.

- Configuration Management
ensures configuration management is up to date in tools.

- Capacity Management
handles the analysis of the capacity reports for the applications he is responsible for, and defines the evolutions to be considered, relying on Infrastructure & Engineering teams.

- maintains Customer technical documentation


about you

 

Experiences and Qualifications:
- educate to License or higher  level on Telecommunications or Computer Sciences.
- Minimum 5 years of experience in messaging technology (MS Exchange, SMTP or Domino)
- minimum 2 year at 2nd level support.
- demonstrate good level skill in messaging technologies: DNS, SMTP, POP, IMAP, and DHCP.
- demonstrates high  level skill in Microsoft technologies: MS-Windows Server, Active Directory, MS-Exchange Server 2007/2010, Active Directory, MOSS (Microsoft Office SharePoint Server), MOCS (Microsoft Office Communication Server).

interpersonal skills:
- communicate and manage customer relationship
- coordinate transversal teams
- delegate
- manage crisis and conflicts
- proactive approach to work
- customer oriented
- problem ownership
- good communication (written and spoken)
- fluent in French and in English (written and spoken)
- team player

Technical skills
- expert on  the architecture used by the services delivered to the customer
- know the infrastructure used by the services delivered to the customer
- expert on  the technologies used by the services delivered to the customer.
- know the new technologies (virtualization  ...)

Technical skills
- expert on the architecture used by the services delivered to the customer
- know the infrastructure used by the services delivered to the customer
- expert on the technologies used by the services delivered to the customer.
- Know the new technologies (virtualization  ...) customer context
- know the customer and its expectations according to the stipulations within the contract.
- know the Service Level Agreements and key performance criteria.

Interpersonal skills:
- communicate and manage customer relationship
- coordinate transversal teams
- delegate
- manage crisis and conflicts
- Proactive approach to work
- customer oriented
- problem ownership
- good communication (written and spoken)
- fluent in French and in English (written and spoken)
- team players

The following qualification or skills will be a plus:
- Certification on Microsoft product:  Windows, Exchange, AD.
- Knowledge of Blackberry server.
- Flexibility.
- Ability to work independently if requested.
- Ability to learn new technology, formal courses or self-study

 

 


additional information


department

Customer Services & Operations

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.


contract

Regular

Orange Business Services

top employer EG-2019

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