In depth awareness of the concepts and application of Service Assurance, Mobile and Fixed Performance Management, Customer Experience Management, ITSM and OSS Tools as HP BSM (BPM, RUM, OMi, Operations Orchestration and SiteScope, UCMDB, Diagnostics, NNMi), BMC / Remedy, Appdynamics , Dynatrace, predictive Analytics.
Having solid background on these monitoring tools and their integrations, how requirements are being fulfilled by each tool.
Responsible on analyzing LM’s Systems / Services to gather Technical requirements for each, and collect needed Technical information to implement Monitoring for each requirement.
Responsible on preparing Monitoring Designs for the discovered Systems / Services that will be on boarded on our Monitoring Platform.
Provide technical guidance and assistance to customers.
Communicate and report issues, status, and results to management.
Technical Subject Matter expertise within service and Product management area, responsible and supporting product management in :
E2E Platform service management
Transition and transformation governance
Accountable for governance and continuous service improvement of the tools within the Center of Excellence that are under the area of responsibility.
Ensuring compliance with the Change, problem, incident and Service Transition and other service processes between Stakeholders, AO teams and COE Engineering teams.
Improve Customer service experience, create engaged customers and facilitate organic growth. Take ownership of customers issues and follow problems through resolution.
Responsible for Service Introduction and ensure proper transition from Engineering to Operations.
Ensure change and patch deployment plans are created, prioritised, aligned between AO and Engineering teams and shared in Change Control Boards.
Establish and maintain collaborative working relationship with functional counterparts in the business and cross-functional pillars organization to manage Application Maintenance and Support activities, processes and operations.
Help product owner in driving the vendor engagement for the tools to ensure superior service delivery, along with collaboration with AO teams to improve overall service availability performance.
Understand demands and drive the enhancements within the tools stack.
5+ years of experience in different service management areas specially working with MicroFocus tools such as OMi / OBM, uCMDB, SiteScope, BSM / APM and AppDynamics , and BMC tool such as BMCRemedy, MYIT, Attrium
Extensive experience in stakeholders management, customer support along with Project management experience.
Proficient in ITIL methodology and Applications Operations, especially change , release and configuration management processes
Good analytical and problem solving skills and ability to deliver excellent results and deliverables within projects and programmes.
Excellent documenting and oral presentation skills.
Ability to work in a complex ecosystem and manage priorities accordingly.
BSc in Telecommunications ,Engineering or Information Technology
Previous Service experience, comprehensive knowledge about service management, strong communications and customer facing skills.
Technical knowledge in Monitoring tools Mainly MicroFocs ITOM stack ,Microfocus Operations Bridge suite such as OMI, Operations Agents and BSM / APM
ITIL and ITSM proficient. Knowledge of BMC Remedy and Atrium is a big plus
System and web application servers administration skills (Linux, Windows, JBOSS web application server, Apache)
Ability to work with business partners and stakeholders to help define requirements and discuss with architecture team functional / technical designs
Ability to be autonomous and to take ownership of topics
Delivery focused and customer satisfaction obsessed