Key Skills Specialist

Responsible for troubleshooting and resolving high complexity customer faults. When resolution is not possible ensure the fault is passed to the most appropriate group able to resolve.

DETAILED JOB DESCRIPTION

- To manage incidents raised by customers (handling calls, opening a case, communicating with the different teams) within SLA’s.
- To analyse these incidents and to fix them using the tools, and processes available.
- To participate in the evolvement of the processes taking into account customer requirements.
- Monitoring of customer platforms via Orange monitoring tools
- Handle change requests on customer IT platform in collaboration with Advanced skills if needed
- Lead, manage all incidents resolution on customer IT platform
- Manage the technical documentation
- Patch Management deployment
- Daily checklist handling
- Handle specific on-demand campaigns (eg.: password change, patch mgt, etc….)

REQUIREMENTS
- Good knowledge on Firewall, Hosting and/or network environment
- Excellent Knowledge on Unix/Linux OS and windows
- Excellent Knowledge on Extranet/Internet protocols, Proxy
- Good knowledge on Network system(TCP-IP, SMTP/POP, DNS, etc..)
- Should have at least 2 years of experience on IT management
- Proven working experience in Operating Systems – Windows/Linux/Redhat
- Knowledge on BEA Weblogic, Symantec Cluster, Clustering, Cisco, FW, Routing, VLAN
- Knowledge of Application Servers (Apache and n-tier architecture)
- Knowledge of relational databases (Oracle, MY SQL, SQL Server), monitoring tools (Patrol) and backup solutions)
- Knowledge on VmWare/VSphere environment (an added advantage)
- Knowledge of Cloud technology (an added advantage)

Qualifications:
- University degree in IT/Computer Sciences
- Fluent in French as well as in English