Technical Support Engineer. - Providing technical assistance for Oracle BI Publisher application, ensuring maximum availability of Oracle customer’s systems. - Delivering post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. - Resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. - Responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues. - Working closely with our Development organization on ensuring absolute product quality and provides high quality content for the online knowledge databases. - Acting independently while researching and developing solutions to customer issues. - Configuring, collecting and troubleshooting Java traces.
Supervision Engineer. - Responsible for conducting L1 Supervision (FT-Group Shared Services covering for Mobile and Internet services) in accordance to Group-agreements with the Business Units (more than 20 countries), Suppliers and Technical Management Centers all over the world covering a total of 100 million end customers. - Ensuring proactive and predictive detection of incidents in order to prevent services outages using alarms or events monitoring tools and executing remote actions on network elements and/or in piloting Level 2 and Level 3 solving teams to get a resolution of the anomaly before it would provoke a service impact. - Ensuring preparation and consolidation of all changes performed on the FT Shared Infrastructure and Services. Acting as execution pilot for changes in the Shared Services Platforms perimeter. - Applying and promoting the change management process for an effective, efficient and without incident execution of operations for the implementation, supporting and maintaining the infrastructure of the FT shared platforms and services. - Performing 24/7 event monitoring the alarms generated by the network elements to detect every anomaly (tools used for monitoring: HP OpenView NNM, BMC Impact Explorer, BMC Patrol, Netrac, WebRadius, Cacti, Nagios, Miyowa, Witbe) - Supervision and incident management for ORANGE FT Group’s Value Added Services (VAS) - Ensuring the fault management process and methods, acting as a first line trouble shooter by performing a technical impact analysis of every incident - Executing first level actions based on standard operational working methods and management processes in remote and coordinates level 1 and 2 engineers in the field in respect of the different service levels and operational level agreements - Execution pilot for all planned interventions on the platforms/services that we are monitoring. - Involvement in cross department improvement projects aiming at simplifying operations and improving service availability.
Siemens Enerprise CommunicationsNovember 2006 - January 2009
Back Level Support Engineer. - Handling cases (According to ITIL: Part of the CMDB) in consideration of the transmitted data by the LC (problem description, priority) with the target to solve the problem remotely within the time committed by the SLA. - Configuration, start up and maintenance of reference systems in the convergence laboratory (reproduction of error pattern on reference systems). - Escalation of HW/SW problems to Global Vendor Support (According to ITIL: Change/Release Management in the Vendor functionality for own Products) and EXT. Vendor regarding to defined escalation criteria including already collected diagnose information. - Verification of the corrections provided by GVS (According to ITIL: Change/Release Management in the Vendor functionality for own Products). - Provision of selected software corrections and preparation of Dispatch Orders with suitable analysis / clear up instructions. - Documentation of problem solutions to inform Regional Service Units and RCCs (According to ITIL: Incident Management). - Case diagnosing by remote access out of the Internal Case Tracking System (according to ITIL: CMDB) (on call). - Working with BMC Remedy IT Service Management (based on ITIL architecture).
Core IT MEX (Mobexpert Group)July 2005 - November 2006
IT Support Engineer. - Administration of the 40 computers, the network of Mobexpert Shops, the ERP application CROS (CRIsoft Organization Server), the pay desks. - Maintenance and ensuring the well functioning of the hardware equipment and the software inventory.
XML, Windows, UNIX, TCP/IP, SQL, Risk management, Prince2, Oracle E-Business Suite, Oracle BI Publisher, Nagios, Linux, ITIL, HP OpenView, Cacti, Business Intelligence
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