Job Opportunities in Egypt

Votre rôle

• Platform Expertise: Develop a deep understanding of our hosting platform (CAAS CNP), including key stakeholders and operational roles.
• Support Process Optimization: Review and enhance the support process across different support levels, ensuring smooth issue resolution and service continuity.
• Best Practices & SLAs: Guide customers on best practices to prevent outages and maintain infrastructure SLA.
• Customer Collaboration: Build strong communication channels with customers (Application MOE) to understand their needs and implement improvements to the CAAS CNP platform.
• KPI & Performance Monitoring: Create and analyze CAAS CNP infrastructure KPIs to proactively detect gaps and improve system reliability.
• Service Improvement Plans (SIP): Identify improvement actions for any gaps or single points of failure identified in the infrastructure to maintain service continuity.
• Resource Capacity Management: Work closely with support teams and Design Authority to manage CAAS CNP resources, ensuring optimal capacity.
• Resource Utilization Reviews: Periodically review resource utilization and adjust to prevent bottlenecks.
• Communication: Maintain open communication with customers during planned and unplanned outages, providing regular updates.
• SPOC for CAAS CNP: Act as the single point of contact for CAAS CNP infrastructure and liaise with other support entities (Network, Security, GDO, DA).
• Service Provider Enhancement: Continuously review and enhance services provided by DA & GDO to address any detected gaps.
• Proactive Service Improvements: Work closely with DA & GDO to enhance services and avoid disruptions to the infrastructure.

Votre profil

• Professional working experience of 5+ years.
• Technical understanding Kubernetes platforms, including deployment, monitoring, and troubleshooting.
• Knowledge of different cloud infrastructure platforms (AWS, Google Cloud, Azure) and container technologies like Docker.
• Overall knowledge about infrastructure monitoring tools such as Prometheus, Grafana, or ELK Stack.
• Experience as a Service Delivery Manager or similar role is preferred.
• Understanding of ITIL best practices and service management frameworks.
• Understanding of SAFe framework.
• Experience managing service levels (SLAs), key performance indicators (KPIs).
• Excellent communication skills with the ability to collaborate effectively with customers and different stakeholders.
• Ability to handle high-pressure situations, manage multiple priorities, and drive continuous improvement initiatives.

• Bachelor’s degree in engineering, Computer Science, Information Technology, or related field.
• Certifications in Kubernetes (e.g., Certified Kubernetes Administrator - CKA) or Cloud (e.g., AWS Certified Solutions Architect) preferred.
• ITIL certification or similar service management certifications are an advantage.
• Perfect English spoken and writen, French is a plus

Le plus de l'offre

• The SDM will work closely with cross-functional teams, fostering a culture of teamwork and open communication to ensure cohesive service delivery.
• Opportunities for training and certifications in cloud technologies and service management frameworks will be provided to support career growth.
• This position plays a key role in driving service excellencein cloud infrastructure services.

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