SHC Service Owner

Found in: beBee S EG - 3 weeks ago


Egypt Orange Business Full time

votre rôle

The main Service Owner missions are :

Run Phase : Maintain a high level of quality for all Cloud platforms and offers. This is measured by :

  • Quality of Service
  • Capacity management
  • Lifecycle management
  • Release and patch management
  • Cost efficiency

Build Phase : usually, the Service Owner does not intervene during build phase, but considering the recent experience, it is a very high value for Orange Cloud for Business when he is early involved.

Main activities:

  • Have overall accountability of the Quality of Service of the managed offers.
  • Responsible of the regular Quality of Service (QoS) reporting of the offer (KPI definition, SLA achievements).
  • Management of the Operational teams through Operating Level Agreements
  • Management of the Implementation teams in build phase (Act as Project Manager for new extensions on the platform)
  • Lead the Infrastructure crisis on the offers to reduce customer impacts (to be available on 24x7).
  • Pilot the Operational teams in order to reached the agreed SLA
  • Take in charge the improvement plans of the offer QoS and manage their implementation
  • Be in close relationship with the problem manager to speed up problem resolution and corrections implementation
  • Guaranty offer QoS in coordination with engineering, marketing and pre-sales for new customers
  • Manage the Release & Patch Management process with the production team to make sure the platform is up-to-date.
  • Make sure the appropriate CAB are activated and obtain Orange Cloud For Business CAB approval.
  • No change can be done on the production without Service Owner approval
  • Accountable for the capacity management at a cost effective level.
  • Close collaboration with marketing, sales and engineering is required to provision only the required capacity when necessary for customer implementation (no customer production disruption)
  • Assist the Customer Support teams to help to execute customer

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