Supervisor, Service Management Assurance

Purpose of the job

Provide Architecture Solutions, implementing, administering & 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 Service management department to inssure compliancy with ITIL v3 standards & document them in addition to creation of operation support solutions architecture to fulfill the special needs of different users of Service Manager tool, including : Technology, CS, Commercial and HR users.
• Create, design and implement new solutions and innovations to automate different process 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 paper-work usage and reduce related OPEX costs.
• Support Service Management Assurance administrators in troubleshooting of complex technical issues.
• Receive emails of issues from SM users and solve them.
• Implement service management systems.
• Administrate all service management systems.
• Responsible for Service Management systems deployments :
• Handle SM notifications solution (Telalert) development, operations and support.

Job specification

Education

Experience

Skills and abilities