Sr. Supervisor, Digital Channels (Quality of Service & CEM)

Job description / Role

Purpose of the job

Ensure that digital channels meet performance expectations and deliver a high-quality user experience by proactively monitoring and analyzing application performance. the Sr. Supervisor, Digital channels QOS & CEM identifies potential issues before they impact users, thereby minimizing downtime and improving the overall reliability and efficiency of digital channels. This role is crucial in maintaining the health of critical business applications, supporting smooth operations, and enhancing customer satisfaction. The inclusion of database management and ETL expertise further enhances the ability to ensure data-related performance issues are addressed, contributing to the overall effectiveness of the digital channels environment.

Duties and responsibilities

Monitoring and Analysis:
- Implement and manage APM tools to monitor digital channels performance.
- Analyze performance metrics to identify performance issues and trends.
- Monitor digital channels performance and generate reports on the health and status of applications.

Performance Optimization :
- Identify root causes of performance issues and work with development and operations teams to implement fixes.
- Optimize application performance by tuning configurations and optimizing code.
- Propose and implement improvements to enhance the performance and scalability of digital channels.

Incident Management:
- Conduct root cause analysis for performance incidents and recommend corrective actions.
- Document and communicate findings and recommendations to stakeholders.

Tool Management:
- Evaluate, implement, and manage APM tools such as Dynatrace, New Relic, AppDynamics, etc.
- Ensure APM tools are properly configured and maintained.
- Stay updated on the latest APM tools and technologies.

Collaboration and Communication:
- Collaborate with development, QA, and operations teams to ensure seamless integration and performance of digital channels.
- Provide training and support to team members on APM tools and best practices.
- Communicate performance metrics and improvement plans to stakeholders.

Database and ETL Management:
- Monitor and optimize the performance of databases including Oracle, MS SQL, and MySQL.
- Ensure efficient data extraction, transformation, and loading (ETL) processes.
- Collaborate with database administrators and ETL developers to resolve performance issues.

Scripting and Automation:
- Develop and maintain scripts in Python and other scripting languages to automate performance monitoring and optimization tasks.
- Create scripts to integrate APM tools with other monitoring and alerting systems.

Reporting:
- Develop and maintain dashboards and reports to visualize application performance data.
- Provide regular updates on application performance to management.

Defining Performance KPIs for Digital Channels:
- Define key performance indicators (KPIs) for various digital channels (e.g., web applications, mobile applications, APIs).
- Ensure KPIs align with business objectives and user experience goals.
- Regularly review and update KPIs to reflect changes in application usage and business priorities.
- Track and report on the defined KPIs to measure the performance and effectiveness of digital channels.

Job specification

Education
- Bachelors degree in computer science, Information Technology, or a related field.

Experience
- 6-10 years of experience in Telecommunication field.

Skills and abilities
- Proven experience with APM tools like Dynatrace, New Relic, AppDynamics, etc.
- Strong understanding of application architecture, web technologies, and performance optimization techniques.
- Experience with scripting and programming languages (e.g., Python, Java, JavaScript).
- Strong knowledge of database systems (Oracle, MS SQL, MySQL) and ETL processes.
- Excellent problem-solving skills and attention to detail.
- Strong communication and collaboration skills.

About the Company

Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.