Critical Application Support Level 2 Engineer

ref : 552312 | 24 Jan 2019

apply before : 24 Apr 2019

CityStars, Cairo, Égypte - Egypt

about the role

Critical Application Support (CAS) delivers 2nd level application support services to Orange Business Services internal employees by providing End to End ownership of all requests received from 1st level (IT Helpdesk) or application hosting entities (IT Service Operation Data Centers Monitoring).

Key tasks and responsibilities

Within the CAS team, the scope of this job is to ensure the following tasks on a 24x7 basis (on-call basis):

  • ensuring applications’ availability to meet the SLA target
  • handle, diagnose and route in real-time incoming trouble tickets
  • responsible for 2nd level technical support and escalation
  • develop monitoring scripts to monitor applications, system performances and data availability
  • produce monthly applications availability and data reports (Key Performance Indicators)
  • assist in application maintenance operations to ensure service continuity
  • communicate planned/unplanned outages to end users
  • provide administration services on applications
  • provide workarounds for major issues until permanent fix is delivered
  • participate in the UAT testing for any bugs/new application features

about you

Functional Skills:

  • strong ability to work in a team
  • excellent written and verbal communication skills
  • time management

Technical Skills:

  • Due to the variety of the supported applications, the knowledge in one or more of the below domains is mandatory:
  • Operating system administration & scripting (Windows, Linux)
  • Database administration (Oracle, Sybase, SQL Server, MySQL)
  • Web Services (SOAP, REST)
  • Development using one of this list (Python ,Java, ASP.NET, node.js, C# ,PHP, react.js)
  • Big Data platforms, pervious work on Hadoop or mongo DB
  • Mobile application development (Andriod and iOS)
  • Continuous delivery tools (Dockers, Kubernetees, Ansible )
  • Security protocols (ethical hacking is a plus)
  • Good experience in working in agile and devops is a plus
  • Good understanding of network protocols (CCNA is a plus)
  • ITIL foundation knowledge (certificate is a plus)

Educational background:

  • B.Sc. in computer science or equivalent
  • Fluent in English, French is a plus

Professional Experience:

2-5 Years work Experience in IT operation activities.



Customer Marketing& Innovation

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.



Orange Business Services

top employer EG-2019

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