about the role
Critical Application Support (CAS) delivers 2nd level (application and Infra) 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).
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
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
Working in devops mode for all applications hosted in the cloud, this includes (but not limited to) :
containerizing some applications
fully understanding the functionality of applications to help them define their QoS matrixes
implementing the monitoring stack for applications hosted in the cloud
provide L2 support for the cloud infrastructure
provide L2 application support to cloud-based applications
helping the different teams move to devops
Functional Skills :
Fluent in French and English is a must
strong ability to work in a team
excellent written and verbal communication skills
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)
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)
Professional Experience :
2-5 Years work Experience in IT operation activities.
ITIL foundation certified (preferable).
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.