Supervisor, Service Management Assurance

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 (hardware and software) for the service management department to ensure compliance 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, customer service, 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 service level 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 enable 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 operational expenditure costs.
Support service management assurance administrators in troubleshooting complex technical issues.
Receive issue reports from service management users and resolve them.
Implement service management systems.
Administrate all service management systems.
Responsible for service management systems deployments.
Handle service management 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 of 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 integration and system architecture (application servers, databases, load balancers).
Web development or ASP knowledge is value-added.

At Orange, only your skills matter.
Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation.
Orange is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.