Responsible to perform daily operations, on call duty activities, project activities, service optimization, deployment executions and service ramp up on the Global SharePoint collaboration platform.
Services are deployed on complex corporate environments integrated with Local Platforms, Global Platforms and Platforms of suppliers.
Responsible for delivering within the relevant SLA-defined Key Performance Indicators (KPIs).
Recognise set-up dependencies, support troubleshooting and arbitrate between providers for issue handling. Strong focus on the technical coordination of the setup and implementation of deployments.
The activities for the transitioning of a solution / deployment to its launch include the coordination of the set-up, integration, configuration, trouble management and maintenance of the system.
Technical Operation :
1.Manage services backend servers health
2.Ensure to meet the Services availability and performance targets
3.Adhere to processes and ensure that all ITIL best practices applied
4.Follow-up on the daily health checks and operational excellence activities
5.Handle all incidents & service requests with high quality within SLA
6.Clear notification, analysis and follow-up for any high impact issues - IR report
7.Escalate and communicate complex issues to vendors and follow-up till resolution
8.Keep up to date with technology trends, new products versions and releases
9.Knowledge transfer, support and empowerment of the first line of support
10.Knowledge transfer, assistance, support and educate new team members
11. Responsible for proper operation in terms of configuration, changes, implementation, rollout and preparation for all operated services and all tools
12.Follow proper service / product deployment life cycle with proper testing on pre-production environments
13.Ensure all changes controlled, tracked and replicated across environments according to processes
14.Initiate, drive and follow-up on continual service improvement activities
Projects Support :
1.Support through the service feasibility and ramp-up phase with technical knowledge
2.Successfully execute all project activities assigned on-time with high quality
3.Ensure accurate and timely progress & status reporting
Immediate escalation of issues that could affect project delivery
Customers’ management :
1.Contribute in developing the service level agreement
2.Meet with customers at management and professional level on weekly basis; track complaints, requirements and report
3.Build strong healthy relationship with customer avoiding negative feedback on personal and professional levels
Crisis Management & Escalations :
1.Fully comply to high priority incidents and crisis situation management processes
2.Escalate to vendor and management when needed
3.Ensure professional technical and business communication being executed with high quality and on-time to proper stakeholders
4.Customer comes first. Always think of customer and how we could help increasing productivity and avoid negative feedback or escalations
1.Proper accurate, timely and clear communication to management in business language as per agreed internal templates and processes
2.Communicate with cross functional groups and committees as required to handle cross projects or issues
1.Willing to work according to the German calendar in terms of the week ends and the public holidays according to the shift schedule
2.Be involved in an on-call schedule to provide 24 / 7 support
3.Willing to travel outside Egypt if required
Key accountabilities and decision ownership :
Collaboration DomainServices Operation day-to-day tasks
Collaboration servicesKPIs & SLA compliance
Successful delivery ofassigned project tasks
Must have technical / professional qualifications :
BSC in Engineering or Computer Science
Work Experience :
Minimum 4 years IT working experience
Technical skills :
Strong experience in Microsoft SharePoint Server on premise platforms (2010 / 2013 / 2016).
Experience in Microsoft SQL server administration.
Experience in Microsoft PowerShell scripting and automation.
Experience in Windows server infrastructure.
Experience in Microsoft O365 and SharePoint online.
General applications operational skills (troubleshooting, scripting) is Preferred
ITIL V3 foundation.
Knowledge in Nintex workflows design and operations is a plus.
Experience in Agile & DevOps is a plus.
Personal skills :
Excellent spoken and written English
Dedication, sense of ownership
Ability to work in teams
Excellent oral and written communication skills
Must be team oriented
Must have technical support experience via the phone and via direct customer facing
Must have systems support experience, preferably in a large production environment
Experience in working with professionals from other cultures