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Customer Tech Support Expert
2 settimane fa
The operational model for our Cloud solutions are based on three main domains: Technical, Services and Operations. The Technical Lead is responsible for the Technical domain of one or more Cloud solutions primarily during the RUN phase. It is a key role that guarantees the technical integrity and the end-to-end performance of the platform.
This covers the following main responsibilities:
- accountable for the performance and stability of the operational platform, taking any relevant proactive measures when necessary to maintain the necessary performance levels of the platform(s),
- guarantee the end to end technical integrity of the platform(s),
- support and manage escalation and service improvement plan for any issue or need where technical leadership is required
- provide the necessary support to the L2 Support teams during a complex incident or crisis,
- technical support to the Customer during adoption of complex solution or during the consolidation/assessment of their new technical requirements on the production platform
- provide the necessary support through the validation and technical coordination of the execution of complex changes, with the participation on the Change Advisory Board when necessary
- manage the regular performance evaluations and audits of the platform working in strict cooperation and coordination with engineering teams,
- be responsible for the maintenance and evolution of the alarm levels required to cover the proactive maintenance of the service,
- propose and implement industrialization and automatization measures to improve the operational efficiency and profitability,
- provide technical leadership supporting problem management and acting as Customer advocate toward relevant stakeholders involved in the process
- identify the release management requirements for the maintenance of the platform, being the Customer’s Technical Referent in contact with our Support and Engineering teams,
- make the technical decisions, in coordination with our Capacity Manager, required to meet the organic platform growth,
- develop Provisioning Best Practices to guarantee the consistency, scalability and performance of the platform,
- be the Privileged Contact for our Architecture and Engineering teams for the technical discussions linked to the evolutions and extensions to the Customer service,
- report to the Head of Service Delivery in charge of the Customer service,
- on call support OBH on Customer were required
**about you**:
- Fluent communication in English
- Experience on design and management of complex technical solutions (converged and hyper converged)
- Virtualization Engineer and Networking capabilities required
- Excellent skills on Cloud technologies (Virtualization, Storage, Cloud management platforms, Cloud APIs), with knowledge of Dell VxBlock Cloud,
- Specific “hands on” competences on vSphere, NSX (V/T), vROPs, Zerto virtual replication, Commvault, Veeam and/or Veritas Netbackup solution, Storage DELL Unity, Isilon environment required
- Devops and programming capabilities with python, powershell are an advantage
- ITIL v3/v4 and other Cloud certifications (i.e. VMware VCP (DCV/NV), Dell EMC DCA-ISM / DCA-CIS, CCNA DC etc) are a plus
- Operational experience on complex IT solutions
- Good knowledge of operational processes
- Coordination/Project management skills are an advantage
- Good team spirit, to be customer orientated, and have experience of working within an international context
**additional information**:
Tech Lead may be called upon to participate on non-business hours operations, targeted at maintaining and improving the service quality.
A suitable training program will be proposed to ensure continuous development of the competencies required for the job.
**department**:Orange Cloud for Business
**contract**:Regular
