IT Operations Senior Engineer

Job Description

• Experienced professional responsible for the managing End-to-End Service management team activities as well as assessing the commercial impact of service interface changes
• Ensuring contributions to Post Incident Reviews are provided for major incidents and are fully documented within the Problem management system and that root cause and any remedial actions are identified and tracked through to completion within agreed timescales.
• Will typically work on large propositions where management of other End-to-End Service managers is required.
• End-to-End Service Management professional will need to be pro-active with a desire to operate with a service transition environment and have a good understanding of ITIL
• Able to use and adapt and develop recognised ITIL conform ant processes and tools, according to the commercial and governance needs of specific programme obligations and contractual requirements.
• A proven ability to lead varied End-to-End Service Management teams within an IT operations framework.
• Knowledge and/or experience of governance and control of benefits-driven projects.
• Identifies and addresses underlying service problems across Vodafone’s IT network in order to improve the customer experience
• Ensures that everything Vodafone does is delivered Right First Time from the customer’s perspective, at the time that they want it
• Maintains quality of business as usual activity, whilst driving transformational change
• Is a recognised subject matter expert within their field in the e2e Service Management Lifecycle & Specific domains
• Maintain effective Service Management communication plans
• Maintain database of Known Errors and Workarounds.
• Mentoring new members of the team, and training them to prepare for their role and the processes/procedures used within the team.
• End to end technical management of incidents through to technical conclusion meeting Vodafone’s SLA's and service expectation
• Act as a bridge between the Business and the Service Management function, contributing to the major incidents and bringing together Technology and Business stakeholders to resolve these incidents
• Taking ownership to contact both internal and external partners as per defined process and escalating any issues with resolution

• Bachelor's degree in IT or Telecom from a reputable university.
• Expert in Oracle Stack components making up the Telco BSS (CRM/BRM/ASAP/AIA/UIM) & OSS technology Domains.
• Expert in development/support of ERP, Middleware, DWH, ODS, and Big Data applications
• OSS/BSS (CRM/BRM/ASAP/AIA/UIM)
• Oracle Service Bus / API GW
• TOGAF Certification or ITIL or similar
• Strong analytical and problem-solving skills