SHC Service Owner

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