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Service Delivery Operations ( SLA/ IT / Software Application / Telecom / Tech support ) - Casablanca, Morocco

Job Reference

JLLUL12

Region

Northern Africa

Reference Number: JLLUL12
 
Job Description:

Our client is looking for Service for Delivery Operations. The candidate will be in charge of planning, execution, engagement and tracking adhering to SLAs (service-level agreements).

Responsibilities:
  • Complete Ownership of Platform O&M for assigned opco/instance
  • Ensure Platform health through monitoring, preventive and corrective maintenance.
  • Ensure Data QC of all KPIs in the respective instance
  • Liaise with Operations Support Team for ticketing & efficient 24x7 monitoring and upkeep of platform
  • Liaise with IT/Marketing stakeholders of the respective client as part of day to day operations
  • Support MO for successful execution of campaigns, including backend platform configurations and solutions for campaigns
  • CSAT (Customer Satisfaction)
  • Overall Issue Management: Analysis, Resolution within defined SLAs
  • Escalate and follow up with TAC/Solution engineering specialists for additional technical support where needed.
  • Close involvement during the Handover process from Projects to Service Delivery Ops.
  • Will drive and take care of incremental platform upgrades/migrations
  • Reporting and Governance Regular Reporting/Sync up with operating company, modus operandi, and SDL
 
Requirements: Qualification and Skill
  • Technical graduate/ Diploma with higher experience
  • 3-5 years relevant experience
  • Software Application/VAS management experience
  • Internal/External stakeholder engagement
  • Language: French speaking and fluency in English is a must
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