Smtp Messaging Too and Technical Team Leader
7 months ago
**About the role**:
**Responsibilities**:
**Incident, pro-active and Crisis Management**
- Performs pro-active service maintenance actions to maintain service availability and reduce risk
- Analyze the Repetitive alarms and work on identifying the root cause.
- Coordinates and contribute to service restoration actions.
- Review and analyse of the service availability of the platform
- Key contact for CPMs, ITCSM and Management for escalations and crisis management
**Problem Management**
- Initiates and manages the action plans, including follow-up of implementation.
- Analyze the problems raised to the engineering and suggest the adequate actions either on the support or on the engineering side.
**Change Management**
- Attends CABs if a complex non-standard change is to be implemented and impacts the platform.
- Ensures change operational procedures are clearly described.
- Involved in Post Implementation Reviews.
**Release Management**
- Manages the implementation of complex releases.
- Involved in the rollout planning, communication/training, installation and distribution phases of the process.
**Capacity Management**
- Maintains platform technical documentation.
**Configuration Management**
- Ensures configuration management is up to date in tools.
**Implementation**
- May be required to manage some implementations.
**Team Development**
- Provide the required training to Level 2 and Level 1 teams.
**Technical Team Leader Tasks Responsibilities**:
- Supervision of the team to ensure compliance to performance management targets and customer satisfaction.
- Ensure all SMTP operations are processed / resolved or technically escalated to the appropriate team if resolution involve other technologies.
- Point of escalation for other entities for the implementation of the solution to the customer incident within the defined time frames.
- Ensure incident, event & change management process as well as implementations and releases are followed according to Orange Processes and Procedures.
- Work with the team manager to acheive the following:
- Development of team(s) to ensure skills levels match both current and future operational and customer requirements.
- Schedule teams leave request, roaster, and overall staffing requirements.
- Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews defined ownership and continuous service improvement.
- Ensure adherence to company procedures to assure analysis of major incidents / problems for future service improvement.
- Review of all necessary reporting to ensure operational, SLA and customer support targets are met.
- Feedback to departmental management on actions to improve.
- Conduct employee performance management reviews in accordance with company policy.
- Implementation of strategies and processes to ensure employee satisfaction.
- Deputize for the team management in their absence.
- Represent the team(s) at required customer meetings and service reviews.
- Undertake any other reasonable task as requested or deemed necessary by departmental management.
**About you**:
Experience and Qualifications:
- Minimum 5 years of experience in managing SMTP Messaging technologies
- 3 to 5 years of experience working as a 2nd or 3rd level support is a plus.
- Demonstrate good skills in SMTP messaging technologies
- Good knowledge of virtualized platforms (Vmware, Vswitches..).
- Basic Knowledge of SAN technology.
- Significant telecommunications background (WAN, LAN, VPNs, IP, GPRS).
- Pro-active approach to work.
- Customer oriented.
- Excellent communication (written and spoken).
- Fluent in French and English.
- Ability to work independently if requested.
- Ready to participate in on-call.
**Additional information**:
**Contract**:
Regular
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