Regular - SHC Service Owner
SHC Service Owner
ref :578630 | 09 Jan 2024
apply before : 08 Apr 2024
CityStars, Cairo, Égypte - Egypt
about the role
The main Service Owner missions are :
Run Phase : Maintain a high level of quality for all Cloud platforms and offers. This is measured by :
Quality of Service Capacity management Lifecycle management Release and patch management Cost efficiency
Build Phase : usually, the Service Owner does not intervene during build phase, but considering the recent experience, it is a very high value for Orange Cloud for Business when he is early involved.
Main activities:
Have overall accountability of the Quality of Service of the managed offers. Responsible of the regular Quality of Service (QoS) reporting of the offer (KPI definition, SLA achievements). Management of the Operational teams through Operating Level Agreements Management of the Implementation teams in build phase (Act as Project Manager for new extensions on the platform) Lead the Infrastructure crisis on the offers to reduce customer impacts (to be available on 24x7). Pilot the Operational teams in order to reached the agreed SLA Take in charge the improvement plans of the offer QoS and manage their implementation Be in close relationship with the problem manager to speed up problem resolution and corrections implementation Guaranty offer QoS in coordination with engineering, marketing and pre-sales for new customers Manage the Release & Patch Management process with the production team to make sure the platform is up-to-date. Make sure the appropriate CAB are activated and obtain Orange Cloud For Business CAB approval. No change can be done on the production without Service Owner approval Accountable for the capacity management at a cost effective level. Close collaboration with marketing, sales and engineering is required to provision only the required capacity when necessary for customer implementation (no customer production disruption) Assist the Customer Support teams to help to execute customer contracts. Make sure all the required communication is done to the different actors
about you
Real leadership to lead transversal projects, action plans and processes Comfortable with complex organizations Results oriented and strong sensitivity to respect SLA Contract Management Ability to work under pressure Good interpersonal, team-build and leadership skills. Exemplary time management, organizational and communication skills Proactive, self-motivated and determined attitude Technical skills and production experience will be very appreciated Experienced in Cloud or IT Technologies (VMWare virtualization would be an advantage)
additional information
French is a must At least 7 years of experience
contract
Regular
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.
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