Supervisor, Service Management Assurance

Job description / Role

About the role

Purpose of the job
Provide architecture solutions, implementing, administering, and customizing service management assurance business solutions needed to automate all processes and activities for all departments across Orange Egypt.

Duties and responsibilities

• Develop technical solutions and systems (HW & SW) for the service management department to ensure compliancy with ITIL v3 standards and document them in addition to creation of operation support solutions architecture to fulfill the special needs of different users of the Service Manager tool, including technology, CS, commercial, and HR users.
• Create, design, and implement new solutions and innovations to automate different processes including change management, request management, configuration management, incident management, and SLM management (to reflect the performance of technology teams in solving technical problems affecting subscribers).
• Design and implement the integrations between OpenText Service Manager and other OSS / NMS tools including OMU, NNM, BAC, and OMCs to avail automatic trouble ticketing and fault management notifications and alerts to comply with Orange standards.
• Automate different request forms used internally in Orange to limit paperwork usage and reduce related OPEX costs.
• Support service management assurance administrators in troubleshooting complex technical issues.
• Receive issues from Service Manager users and resolve them.
• Implement service management systems.
• Administrate all service management systems.
• Responsible for service management systems deployments.
• Handle Service Manager notifications solution (Telalert) development, operations, and support.

Job specification

Education
Bachelor of Computer Science.

Experience
Minimum 3 years of experience in the telecommunication field, including 1 year in system integration and network management, operating systems, database administration, or any IT system administration, with at least 1 year experience in JavaScript.

Skills and abilities

• Fluent English, both spoken and written.
• Excellent computer programming skills.
• Good communication skills.
• Ability to develop accurate reports.
• Good reporting and organization skills.
• Good presentation skills.
• Very good in MS-SQL.
• Good knowledge of SNMP protocol.
• Good knowledge of systems integrations and system architecture (application servers, databases, load balancers).
• Web development or ASP knowledge is value-added.

About the Company

Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.