EMPREGO

L3 DevOps Engineer

Orange Business Services-Cairo, Egypt

About the role:
Job Purpose

  • Provide Level-3 (Expert) support of Systems, Backup and Storage products with excellent understanding of Security and Clould Infrastructure
  • Provide Level-3 (Expert) support of PAM Solutions
  • Design, Implement and integrate Antivirus solutions with hybrid cloud technologies
  • Provide Knowledge Transfer to the Level-2 teams
  • Provide On-Call support on request basis
  • Product Industrialization (Market watch, Product Study, Release Management, L2 Knowledge Transfer, Service Management)
  • Validate the customer requirements & work on the customer design & Prepare the Low Level Design
  • Provide support to the Pre-Sales teams for validating the build process
  • Build & Integration support for TTM and complex customer projects
  • Perform the initial Deployment and Validation of hardware
  • Understanding of Problem Management Process & Procedures
  • Follow the complete Life-Cycle of Problem Management
  • Provide support on the Anomaly Requests raised by Solution Support teams(L2), CTS2 teams (L1) and IT- Customer Service Managers (IT-CSMs)
  • Develop and implement automation and integration for the cloud and system infrastructure solutions of our customers
  • Provide Root Cause Analysis (RCA) for all major problems
  • Regular follow-up with the L2 teams, L1 teams and IT-CSMs on the improvement plans for the workaround / resolution provided
  • Regular uploads of Problem Record details in the OCB Known Error Database (ASKIT)
  • Maintain a high degree of technical knowledge of all Orange Business Services products, services, and solution sets.
  • Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support.

Key Result Areas

  • Effective customer satisfaction by delivery of Cloud projects with right quality and on time.
  • Quality of support within the Time schedule
  • Knowledge Transfer/Sharing, L2 Handover
  • Effectiveness of Solutions/Support
  • Validation of new Products and Major Releases related to Cloud Systems with subsequent documentations
  • Contribution towards Problem Management Process
  • Level 3 (L3) Support
  • Root Cause Analysis Reports on Critical and Major incidents
  • Communication with all the Stakeholders
  • Knowledge Base and Known Error Database
  • Ensure that the Level-2 system teams are adopting the new technologies that are added in the Product catalog
  • Ensure the consistent Level-3 support to Level-2 systems teams and customers
  • Ensure the development and maintenance of Service and Product catalog
  • Ensure systems are available, reliable, and work at optimum performance
  • Management of Mean Time To Restore Service targets
  • Provision of technical consultancy to development plans and projects
  • Ensure legal requirements are adhered to for the licensing
  • Provision of effective and efficient running of the systems and ensure its optimum performance
  • Regularly upload Technical Instructions in OCB ASKIT

About you:
Educational Qualifications

  • University degree in Engineering or Science, Master degree in Computer Science/Applications or BS Computer or equivalent.
  • Appropriate Platform Systems and Security Certifications (MCSE, MCITP, RedHat, VCP, CCNA, ISM) and ITIL

Relevant Experience

  • 8 years experience in Administration and Management of Systems, Backup and Storage products
  • Minimum 4 years experience in Senior operations role specialized in managing complex hardware & software environments
  • Good level of practiced technical knowledge and solid product architecture understanding

Knowledge

  • Expert administration & troubleshooting skills on Systems, Backup and Storage products such as (VMware, Linux, Unix, Microsoft Windows 2K8/2K12/2K16, IIS, PowerShell, MSSql, Veeam, NetApp)
  • Expert in Antivirus products such as (Sophos, Mcafee, Trend Micro, Kaspersky)
  • Expert in PAM products such as CyberArk
  • Expert in Cloud infrastructure
  • Strong experience with Python language
  • Strong knowledge with API development and ansible
  • Knowledge in Powershell and shell language
  • General knowledge of Infrastructure as Code
  • Knowledge of Continuous Integration process
  • Skill to Design & Implement complex configurations
  • Strong communication skills
  • Good interpersonal skills
  • Should be a team player

Additional information:
Orange Business Services is an Equal Opportunity Employer. We are committed to a diverse workforce and do not discriminate on the basis of age, gender, race, ethnic origin, sexual orientation, gender identity or gender expression, religion/belief, national origin, marital status, disability or veteran status.

Department:
Orange Cloud for Business

Contract:
Regular