Job description / Role
About the role
Purpose:
- The TOO (Technical Operations Owner) is accountable for the service being delivered to the customer by an application, a set of applications, a shared platform, or an infrastructure service.
- Key point of contact regarding the services under his responsibility; he is in direct relation with CSM, Implementation and the customer.
Responsibilities:
Service Implementation
- Owns or is involved in decision for handover to Operations
- He is responsible to ensure all requirements needed by the operations team are fulfilled before transferring customer to Run phase
- Incident and Crisis Management
- Key contact for escalations and crisis management or when SLA is not met, the TOO is responsible for coordinating the "Service Restoration" for an application, a set of applications, a shared platform, or an infrastructure service.
- He can contribute to service restoration actions.
- Problem Management
- Initiates and manages the action plans, including follow-up of implementation.
- Change Management
- Attends CABs if there is a complex non-standard change impacting an application, a set of applications, a shared platform, or an infrastructure service.
Involved in Post Implementation Reviews.
- Release Management
- Manages the implementation of complex releases.
- Involved in the rollout planning, communication/training, installation and distribution phases of the process.
- Provides solution-specific technical knowledge to the support teams
- Maintains Customer technical documentation
- Manage the customers and their expectations according to the stipulations within the contract.
Requirements
About you
- Experience in technical management of complex IT/Cloud platform based on multiple technologies
- Expertise in Cloud Technologies (Virtualization, Storage, Backup, Cloud Management platforms)
- Ability to follow related technology trends and evolutions
- Experience with IT delivery organizations and processes is a plus
- Experience in project management is a plus
- Team working and presentation skills
- Engineering degree and suitable technical certifications
- Fluent in French
Department
Global Delivery & Operations
Orange Business 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.
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.