Job Purpose :
In the context of cloud application support, cloud monitoring comes up as one of the corner stones of the quality of service for cloud applications.
The IT Control tower team has a global view on all the Cloud-based applications’ monitoring platforms. They perform the end-to-end monitoring, validate and troubleshoot the alarms and help in identifying the root-cause of the problem.
They also act as a link between the different entities during major crises.
Key Tasks and Responsibilities :
Monitor the performance and the behavior of orange critical applications.
Real time monitoring : incident detection and analysis, logging of the faults in the relevant.
Tracking / Solving all monitoring incidents raised by servers’ owners.
Perform technical escalations in line with our Fault Management policy
Liaise with other relevant internal departments to ensure all incidents are managed properly
Participate in Crisis Bridge in order to keep the business updated.
Coordinate and circulate information between Service Desk , Level 2 support, crisis team and Analyst team
Produce monthly applications availability and data reports (Key Performance Indicators)
Educational background :
Degree in telecommunication and / or computer sciences engineering field
Professional Experience :
2+ years of experience in networks & telecommunications field and / or in an operational IT environment.
Functional knowledge of Operating Systems + Cloud Computing Basics.
Strong knowledge of Networks and Security
Database administration (Oracle, Sybase, SQL Server, MySQL)
Good understanding of ITIL processes (ITIL Foundation)
Skills & Qualifications :
Good interpersonal and communication skills
Good time management, and organizational skills
Customer Oriented Attitude
Strong Customer Service Experience
Ability to work under pressure and multitasking
Proactive and self-motivated
Accountability, commitment and having a sense of urgency
Strong problem solving and research skills
Ability to work on out of business hours and / or in call basis
Ability to work on 24*7 shift basis
Fluent in both English and French is a must (spoken and written)
Job Contacts :
Within Orange Business Services :
Other Support groups.
Orange Business Services employees who are raising issues related to any corporate application or service they are using.
Hosting and infrastructure entities
Outside Orange Business Services :
Business Partners which having a defined support process.
Contractors, externals and temporary employees who have a defined support process
France Telecom support team.
FT International (FT Subsidiaries)
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.