SHC Service Owner

Skilled Trades & Manual Labor
Egypt 🇪🇬
January 24, 2024
Full Time

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Job Description

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 24×7).
– 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

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