SharePoint Administrator - Outsourced

We are on a mission to disrupt the world's communication landscape! We’re here to build a world of smarter communications without barriers, to engage people and transform lives.

We empower businesses with carrier-grade, continuously evolving, and global messaging, video, and voice products. Our proprietary Communication Platform combines omni-channel messaging over SMS, Email, PUSH, IM, Video and Voice channels through direct connections with mobile network operators.

Our partner network covers MEA region with international access to messaging hubs worldwide and our clients include major banks, credit cards, digital payments, OTT applications, government authorities, health and education, and other industry verticals.

If you have the passion for success and are ready to constantly challenge yourself within a collaborative team-environment join our team.”

Role Purpose:

• Responsible to perform daily operations, on call duty activities, project activities, service optimization, deployment executions and service ramp up on the Global SharePoint collaboration platform. Services are deployed on complex corporate environments integrated with Local Platforms, Global Platforms and Platforms of suppliers.
• Responsible for delivering within the relevant SLA-defined Key Performance Indicators (KPIs).
• Recognize set-up dependencies, support troubleshooting and arbitrate between providers for issue handling. Strong focus on the technical coordination of the setup and implementation of deployments.
• The activities for the transitioning of a solution/deployment to its launch include the coordination of the set-up, integration, configuration, trouble management and maintenance of the system.

Responsibilities:

Technical Operation:

• Manage services backend servers health
• Ensure to meet the Services availability and performance targets
• Adhere to processes and ensure that all ITIL best practices applied
• Follow-up on the daily health checks and operational excellence activities
• Handle all incidents & service requests with high quality within SLA
• Clear notification, analysis and follow-up for any high impact issues - IR report
• Escalate and communicate complex issues to vendors and follow-up till resolution
• Keep up to date with technology trends, new products versions and releases
• Knowledge transfer, support and empowerment of the first line of support
• Knowledge transfer, assistance, support and educate new team members
• Responsible for proper operation in terms of configuration, changes, implementation, rollout and preparation for all operated services and all tools
• Follow proper service/product deployment life cycle with proper testing on pre-production environments
• Ensure all changes controlled, tracked and replicated across environments according to processes
• Initiate, drive and follow-up on continual service improvement activities

Projects Support:

• Support through the service feasibility and ramp-up phase with technical knowledge
• Immediate escalation of issues that could affect project delivery
• Ensure accurate and timely progress & status reporting
• Successfully execute all project activities assigned on-time with high quality

Customers’ Management:

• Contribute in developing the service level agreement
• Meet with customers at management and professional level on weekly basis; track complaints, requirements and report
• Build strong healthy relationship with customer avoiding negative feedback on personal and professional level