Team Manager - Evolution Platform Support (Managed Applications)
ref :578414 | 18 Apr 2024
apply before : 17 Jul 2024
CityStars, Cairo, Égypte - Egypt
about the role
Responsibilities Maintain and optimize Customer's IT environment Receives customer demands and transform them to run projects Assign the projects to proper calibers upon skills matrix Oversee data backup and system security operations as well as upgrades and installations Manage installations, upgrades, and configurations of anything new in the environment Assess system performance and recommend improvements Resolve issues escalated by technicians, engineers, and/or customer Ensure data is handled, transferred, or processed according to Security and company guidelines Provide support and guidance to stakeholders Develop Team policies and practices Monitoring an organization’s environment for irregularities and performance issues. Assesses system data and error logs, along with user reports, to determine areas for improvement. Determine sometimes when systems or servers are due for upgrades. Directing the activities of the operation team Assesses current Team needs and operations inquiries and assigns personnel to resolve each issue. Develop and implement Operations working schedules. Develop policies and procedures to ensure that the Team operates effectively and reliably. Develop guides along with technical leads and consultants for operations teams. Provide direct Customer support by handling customer escalations. Provides Technical recommendations in case of escalations to quick solving the issues. Maintain constant communication with management, Operations, technical leads, consultants, and customers to ensure proper operations. Develop, implement, and maintain quality assurance protocols Grow the efficiency of existing organizational processes and procedures to enhance and sustain the environment. Actively pursue strategic and operational objectives Ensure operational activities remain on time and within a defined Frame agreed before with the customer. Track staffing requirements, hiring new employees as needed Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution Manage timely data collection to update operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service Oversee servers inventory management and internal tools management Conduct budget reviews for Run projects and report revenue plans to upper management Communicate job expectations; planning, monitoring, appraising, and reviewing job contributions complete audits and identify trends to ensure that all KPIs are met. Forecast requirements, schedule expenditures, analyze variances, and initiating corrective actions Accomplish operations and organization mission by completing related results as needed Prepare, Review and approve all operational run projects invoices and ensure they are submitted for payment Communicate customer issues with the operations team and devise ways of improving the customer experience, including resolving problems and complaints Attend customer meetings and deliver qualified information to the customer about operations, incidents, changes, and problems. Work on value-adding activities such Knowledge base update & management, training newcomers, coaching & conducting interviews/participation in hiring drives. Participate or contribute to the creation of proposals to drive service improvement plans. Key Member/Owner for the Incident, change crisis, problem & release management chains.
about you
Required Skills and Knowledge Experience in application support Hands-on Experience in the knowledge of desktop operating systems Working knowledge of network topologies and implementations Working knowledge of back-end infrastructure technologies and principles (virtual infrastructure, storage, backup, disaster recovery, and security) General knowledge of security devices (firewalls, load balancers, VPNs, firewall rules, boundaries). Ability to assess, evaluate the functionality of systems & provide recommendations based on the output of the technical assessment. Data analysis skills with any of the data analytical tools (powerbi, Tableau,…..) Financial knowledge will be a plus Proven experience for quotations calculations upon different billing criteria. A proven track record of managing a successful business. Must have exceptional communication skills including written, oral, and presentation. Customer service or support background is mandatory. Strong analytical skills are a Must. Exceptional interpersonal skills to work with the client are a must. provide support for on-call escalations and doing incident & problem management. Fluent in English, French is a must. Minimum of 5 years of experience.
additional information
This Team will be focused on Large Non-Standared Managed Services Customers. probably will be the entry point to build and RUN all the new Non-Standared technologies
ex: BMC , Citrix, VDI, Office365, Financial application management, etc ...
Public Cloud Integration background is a huge plus.
Previous people management experience is preferable
Only your skills matter
Regardless of your age, gender, origin, religion, sexual orientation, neuroatypia, disability 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 disabled-friendly company: don't hesitate to tell us about your specific needs.
4,21/5 is the candidate experience in France, in the category of companies with over 1,000 employees
