Function Information:

• SDM will be an individual contributor responsible for the IT infrastructure platforms supporting Orange’s Cloud Offers in the APAC region. SDM will facilitate the operating of platform, and will be responsible for management and QoS of the cloud offers during the Run phase. The candidate must have hands-on experience in managing IT infrastructure operations hosting cloud offering. Candidates must be technically adept to do capacity planning and related decision making.

• Support & Assist our Customers in their service usage (Best practices, configuration, Q&A, help/follow to the incident resolution)

• Lead the crisis on the offers/customers to reduce impacts. This means to be available on 24x7 exceptionally.

• Have overall accountability of the Quality of Service of the managed cloud offers. Responsible for the regular Quality of Service (QoS) reporting of the cloud platform (KPI definition, SLA achievements). Responsible for management of the Operational teams through Operating Level Agreements.

• Develop and implement the improvement plans of the platform QoS

• Be in close relationship with the problem manager to speed up problem resolution and corrections implementation

• Be in close relationship with the operational teams to develop their skills by weekly meetings (post ticket analysis, new service features, Q&A)

• Manage the Release & Patch Management process with the production team to make sure the platform is up-to-date. Make sure the appropriate CAB are activated and obtain CAB approval

• Accountable for the capacity management at a cost effective level. Close collaboration with marketing, sales and engineering is required to provision only the required capacity when necessary for customer implementation (no customer production disruption).

Desired Educational Qualification and certification:

• Bachelors/Masters (preferable in engineering) from a reputed institute

• Certification: MCITP, VCP, ITIL-Intermediate, Six Sigma, Cloud Certification

Key Responsibilities:

• Total minimum professional working experience of 10 years.

• Minimum 8 years’ experience in leading transversal project in the area of IT infrastructure and Virtualization build and/or run.

• Minimum of 8 years’ experience in managing IT infrastructure service delivery, contracts and SLAs for the production environment for global customers.

• Thorough understand of ITIL Incident/Change/Problem management processes.
• Experience in Root Cause Analysis preparation and presentation to customers.
• Experience in working on ITSM tools like Remedy, SNOW, Ocean etc.
• Experience in preparing service level reports and dashboard.

Skills to succeed:

• Proficient in vCD, vDC, chargeback, Zerto (desirable but not mandatory)

• Technical skills in Network, Virtualization, Storage & Backup Solutions for Cloud Solutions (desirable but not mandatory)

• Very good verbal and written communication skill using English and Mandarin/Cantonese mandatory

• Being able to work under pressure

• Being able to be available 24x7 for production support.

• Customer Oriented and strong sensitivity to Customer satisfaction

• Real leadership to lead transversal/customer crisis

• French desirable (but not mandatory)

• Good interpersonal, team-build and leadership skills.

• Proactive, self-motivated and determined attitude

上班地址：Room 2302, Cloud 9 Plaza, 1118 Yan An Xi Road, Shanghai 200052