Sr. Supervisor, Digital Channels

18 hours ago

الجيزة, Egypt اورنچ مصر Full time

About the job Sr. Supervisor, Digital Channels (Quality of Service & CEM)

**Purpose of the job**

**Duties and responsibilities**

**1. Monitoring and Analysis**:

- Implement and manage APM tools to monitor digital channels performance.
- Analyze performance metrics to identify performance issues and trends.

**2. Performance Optimization**:

- Identify root causes of performance issues and work with development and operations teams to implement fixes.
- Propose and implement improvements to enhance the performance and scalability of digital channels.

**3. Incident Management**:

- Conduct root cause analysis for performance incidents and recommend corrective actions.
- Document and communicate findings and recommendations to stakeholders.

**4. Tool Management**:

- Evaluate, implement, and manage APM tools such as Dynatrace, New Relic, AppDynamics, etc.
- Ensure APM tools are properly configured and maintained.
- Stay updated on the latest APM tools and technologies.

**5. Collaboration and Communication**:

- Collaborate with development, QA, and operations teams to ensure seamless integration and performance of digital channels.
- Provide training and support to team members on APM tools and best practices.
- Communicate performance metrics and improvement plans to stakeholders.

**6. Database and ETL Management**:

- Monitor and optimize the performance of databases including Oracle, MS SQL, and MySQL.
- Ensure efficient data extraction, transformation, and loading (ETL) processes.
- Collaborate with database administrators and ETL developers to resolve performance issues.

**7. Scripting and Automation**:

- Develop and maintain scripts in Python and other scripting languages to automate performance monitoring and optimization tasks.
- Create scripts to integrate APM tools with other monitoring and alerting systems.

**8. Reporting**:
**9. Defining Performance KPIs for Digital Channels**:

- Ensure KPIs align with business objectives and user experience goals.
- Track and report on the defined KPIs to measure the performance and effectiveness of digital channels.

**Job specification**

Education
- Bachelors degree in computer science, Information Technology, or a related field.

Experience
- 6-10 years of experience in Telecommunication field.

Skills and abilities
- Proven experience with APM tools like Dynatrace, New Relic, AppDynamics, etc.
- Experience with scripting and programming languages (e.g., Python, Java, JavaScript).
- Strong knowledge of database systems (Oracle, MS SQL, MySQL) and ETL processes.
- Excellent problem-solving skills and attention to detail.
- Strong communication and collaboration skills.

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