Peter Nakhla

Critical Application Support (CAS) delivers 2nd level application support services to
Orange Business Services internal employees by providing End to End ownership of all
requests received from 1st level (IT Helpdesk) or application hosting entities (IT Service
Operation Data Centers Monitoring).
Within the CAS team, the scope of this job is to ensure the following tasks on a 24x7
basis (on-call basis):
-ensuring applications’ availability to meet the SLA target.
-handle, diagnose and route in real-time incoming trouble tickets.
-responsible for 2nd level technical support and escalation.
-develop monitoring scripts to monitor applications, system performances and data
availability.
-produce monthly applications availability and data reports (Key Performance
Indicators).
-assist in application maintenance operations to ensure service continuity.
-communicate planned/unplanned outages to end users.
-provide administration services on applications.
-provide workarounds for major issues until permanent fix is delivered.
-participate in the UAT testing for any bugs/new application features.

1- Evaluate, agree, commit and ensure SLAs / KPIs are met that govern the
availability, delivery and resolution response time according to the business need and
the available budget and resources.
2- Perform support activities to ensure system functional and operational stability by
providing short term and quick fixes and/or workarounds.
3- Resolve subscriber complaints and incidents related to services based solutions /
applications supported by the team within the predefined SLAs / KPIs.
4- Responsible for regular reporting on the performance, incidents and status of the
solutions / applications related to the area.
5- Design a solution to radically resolve open issues that would be implemented in
cooperation with Retail, Operations Support teams and their vendors.
6- Provide workaround for open issues related to Retail, sales and / or ERP solutions to
minimize business and operational impacts until radical solution implementation.
7- Run regular check for system operational monitors and handle alarms generated out
of those monitors as incidents.
8- Act as the interface with all suppliers, development and technology / business
operational vertical to ensure resolution and / or fixes within the predefined SLAs, and
also the interface for all users of the applications within his / her function.
9- Perform and apply high level performance measures to ensure consistent delivery
and availability and to trigger any need for a solution redesign or capacity adjustment.
10- Participate and assist in situation analysis and oversee timely problem solving.
11- Understand the business value of the platform, product and service and make use of
the understanding in the analysis and / or the resolution course of actions.
12- Generate incidents report and status as well as follow up with the team and vendor
on the opened cases.
13- Maintain proper documentation for operational procedures, business aspects and
technical design.
14- Deal, prioritrise and escalate open defects with suppliers and development
veriticals.
15- Manage fixes needed for resolving reported incidnet in allignement with IT change
management process.
16- Recommend proactive course of action to maintain smooth operations with
minimum risk with respect to new changes.
17- Validate and apply the changes and deployment for his / her own system /
applications within his function and work on test scenarios and alignment between own
team and the testing team.
18- Assist in defining and producing operational metrics and trends for all solutions
within his / her function.
19- Handle calls every day based on a rotation schedule that guarantee 24*7 on call
support coverage for all solutions operated.
20- Commit to system functionality and user satisfaction in rapidly growing and
changing environments.

1- Owner and responsible for Orange DSL Bill Cycle and Invoicing.
2- Run and complete assigned operations shift tasks using the system operations
reference book and documented procedures.
3- Monitor all the defined thresholds and the check logs to ensure the continuity of the
real time processes such as network requests / real time billing functions.
4- Log and report any out-of-line situations with its proper severity (open tickets).
5- Run bill cycle steps according to the bill cycle plan.
6- Responsible of all data files processing on time such as payments, provisioning,
dunning, etc.
7- Assist in resolving problems related to C.S. and other processes.
8- Run ad-hoc requests according to documented procedure.
9- Consulted by on-shift system operators for any out-of-line situations before triggering
support teams, as an area expert & owner.
10- Assist in Solving Operational problems as first level of support for the Finance &
Retail, Mediation Zone, Roaming, Interconnect and Orange DSL tasks by applying the
agreed actions in time to maintain smooth operations and reduce the business impact.
11- Co-ordinate with other departments, suppliers and banks for sending and receiving
all operational data files related to the finance.
12- Support Court cases by providing the historical data related to payments and
invoices for legal department.
13- Responsible for executing critical operational tasks that needs specific handling
and/or focus such as corporate invoice breakdown.
14- Act as 2nd level support for "Orange Cloud".
15- Responsible for deployment and vendor communication/escalation for any issues
regarding Orange Cloud.
16- Provide regular reports on activity statistics.
17- Developing and enhancing workflow by automating tasks through Shell Scripting
and SQL.