MONITORING & OPERATIONS PILOT

Egis is an international player active in architecture, consulting, construction engineering and mobility services. We create and operate intelligent infrastructures and buildings that respond to the climate emergency and contribute to more balanced, sustainable and resilient territorial development. Operating in 100 countries, Egis puts the expertise of its 19,500 employees at the service of its clients and develops cutting-edge innovations accessible to all projects. Through its wide range of activities, Egis is a key player in the collective organisation of society and the living environment of citizens all over the world.
With 3,500 employees across 8 countries in the Middle East, Egis has delivered over 700 complex development projects, stimulating economic growth and enhancing quality of life. Ranked among the top ten firms in the Middle East by Engineering News Record (ENR), Egis is committed to sustainable development. The Group’s operations in the Middle East are built on strategic acquisitions and a deep understanding of local market conditions. Egis’ long history of providing comprehensive engineering, consulting, and project management services makes it a trusted partner for regional governments, investors, and developers.

The objectives of the EGIS group regarding SUPERVISION services are as follows :

• Ensure 24/7 supervision of EGIS assets, particularly in a strong context in terms of security and in the face of repeated attacks from hackers who are increasingly familiar with new cyberattack techniques
• Improve the general level of the SUPERVISION service provided to users of the EGIS group
• Ensure better control of the supervision of its assets, by ensuring that each request to add/remove equipment or an application is followed by an update of its supervision tool
• Apply and enrich the supervision instructions which involve the execution of simple tasks such as restarting services on servers via a tool developed specifically for this or sending communications by email
• Ensure escalations to system administration teams
• Guarantee obtaining a high level of service, particularly in resolving problems (during recurring incidents) linked to the supervision tool
• Continue and strengthen the policy of standardization of naming rules and application of surveillance models
• Contribute to improving the management and control of the assets owned by the EGIS group
• Optimize the use of this fleet and promote the rapid provision to users of replacement infrastructure equipment in the event of a breakdown
• Guarantee the good performance of the reporting intended for our professions from CENTREON as well as those intended for Digital IS & IT in terms of availability rate of the EGIS IS (MAP, BAM, MBI) and improve/develop these reports
• Support EGIS in its critical transformation from OnPremise mode to Cloud mode (AZURE) for all EGIS group data. This potentially involves adaptation to a new supervision tool
• Performs starting, stopping and permanent monitoring of resources with reference to the day's work schedule.
• Alerts on-call obligations and intervenes in incidents.
• Resumption of work after resolution.
• Feeds the incident database.
• Maintains piloting documentation.
• Participate in new projects by integrating applications into monitoring tool and by taking in charge new application production plan
• Provide technical support to internal users and external customers, addressing inquiries, troubleshooting issues, and resolving problems in a timely and efficient manner (respect of our internal SLA).
• Foster positive relationships with end-users and stakeholders, ensuring their needs are met and their feedback is valued and acted upon.
• Stay abreast of emerging technologies, trends, and best practices in IT monitoring
• Identify opportunities for process improvements and optimization, be a source of suggestions for improvement purposes
• Ensure the implementation of operating procedures
• Ensure the drafting of documents related to its activity as part of recurring operations
• Develop your technical and methodological know-how through the opportunities offered within the IT department (training, personal culture, working together with a technical expert from the team)
• Participate in various follow-up meetings (daily, weekly)
• Ensure clear reporting and give visibility of your work to your Manager and direct hierarchy
• Record and qualify technical incidents. Complete tickets and statuses correctly
• Participate in the diagnosis and resolution of incidents and problems
• Ensure problem management in the event of recurring incidents, first finding a workaround solution if necessary then secondly a definitive and lasting solution
• Process requests for changes to its scope and monitor their completion.
• Provide assistance to the EGIS change manager to technically qualify requests and participate in the CAB (Change Advisory Board) if necessary. Evaluate the risks and possible impacts.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5 years of experience in IT monitoring and operations pilot roles, with a minimum of knowledge in network and system administration.
• In-depth knowledge of monitoring technologies.
• Users satisfaction centric
• Excellent communication and interpersonal skills, with the ability to interact effectively with technical and non-technical stakeholders at all levels of the organization.
• Proven track record of delivering high-quality customer support and service excellence in a dynamic and fast-paced environment.
• Relevant CENTREON certifications would be appreciated and are highly desirable.

Personal Attributes:

• Strong analytical and problem-solving skills with the ability to think critically and act decisively.
• Excellent communication and teamwork abilities to collaborate effectively with cross-functional teams.
• Ability to work independently and manage multiple tasks simultaneously in a fast-paced environment.
• Keen attention to detail and a proactive approach to identifying and mitigating security risks.