Role purpose
Responsible to perform daily operations, on call duty activities, project activities, service optimization, deployment executions and service ramp up on the Global SharePoint collaboration platform. Services are deployed on complex corporate environments integrated with Local Platforms, Global Platforms and Platforms of suppliers.
Responsible for delivering within the relevant SLA-defined Key Performance Indicators (KPIs).
Recognise set-up dependencies, support troubleshooting and arbitrate between providers for issue handling. Strong focus on the technical coordination of the setup and implementation of deployments.
The activities for the transitioning of a solution/deployment to its launch include the coordination of the set-up, integration, configuration, trouble management and maintenance of the system.
Technical Operation:
1. Manage services backend servers health
2. Ensure to meet the Services availability and performance targets
3. Adhere to processes and ensure that all ITIL best practices applied
4. Follow-up on the daily health checks and operational excellence activities
5. Handle all incidents & service requests with high quality within SLA
6. Clear notification, analysis and follow-up for any high impact issues - IR report
7. Escalate and communicate complex issues to vendors and follow-up till resolution
8. Keep up to date with technology trends, new products versions and releases
9. Knowledge transfer, support and empowerment of the first line of support
10. Knowledge transfer, assistance, support and educate new team members
11. - Responsible for proper operation in terms of configuration, changes, implementation, rollout and preparation for all operated services and all tools
12. Follow proper service/product deployment life cycle with proper testing on pre-production environments
13. Ensure all changes controlled, tracked and replicated across environments according to processes
14. Initiate, drive and follow-up on continual service improvement activities
Projects Support:
1. Support through the service feasibility and ramp-up phase with technical knowledge
2. Successfully execute all project activities assigned on-time with high quality
3. Ensure accurate and timely progress & status reporting
Immediate escalation of issues that could affect project delivery
Customers’ management:
1. Contribute in developing the service level agreement
2. Meet with customers at management and professional level on weekly basis; track complaints, requirements and report
3. Build strong healthy relationship with customer avoiding negative feedback on personal and professional levels
Crisis Management & Escalations:
1. Fully comply to high priority incidents and crisis situation management processes
2. Escalate to vendor and management when needed
3. Ensure professional technical and business communication being executed with high quality and on-time to proper stakeholders
4. Customer comes first. Always think of customer and how we could help increasing productivity and avoid negative feedback or escalations
Communication:
1. Proper accurate, timely and clear communication to management in business language as per agreed internal templates and processes
2. Communicate with cross functional groups and committees as required to handle cross projects or issues
Non-financial:
1. Willing to work according to the German calendar in terms of the week ends and the public holidays according to the shift schedule
2. Be involved in an on-call schedule to provide 24/7 support
3. Willing to travel outside Egypt if required
Key accountabilities and decision ownership:
• Collaboration Domain Services Operation day-to-day tasks
• Collaboration services KPIs & SLA compliance
• Successful delivery of assigned project tasks
• Continual services improvement
Core competencies, knowledge and experience:
• IT services Operation & delivery (ITIL based)
• Service Support and troubleshooting
• Professional Business communication
Must have technical / professional qualifications:
Education:
- BSC in Engineering or Computer Science
Work Experience:
- Minimum 4 years IT working experience
Technical skills:
• Core Solutions of Microsoft SharePoint Server 2016 is Preferred
• MCSE: Server Infrastructure is Preferred
• MCITP: Database Administrator 2016 certificate is preferred
• IIS configuration and troubleshooting advanced level
• General applications operational skills (troubleshooting, scripting)
• - ITIL foundation
• - Microsoft System Center suite (SCOM, SCCM, DPM, SCSM) is Preferred
• M365 identity and access management
• SharePoint for Office 365
• Microsoft Teams Administrator Associate
Personal skills:
• Excellent spoken and written English
• Interpersonal Skills
• Dedication, sense of ownership
• Ability to work in teams
• Excellent oral and written communication skills
• Must be team oriented
• Must have technical support experience via the phone and via direct customer facing
• Must have systems support experience, preferably in a large production environment
• Experience in working with professionals from other cultures
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