Jobs in Egypt - Support Engineer, EBSS Operations at Vodafone

Support Engineer, EBSS Operations at Vodafone

Location: Smart Village

Job Description:
Technical Operations
◦Manage the platform backend servers.
◦Ensure to meet the systems availability for all the backend systems excluding planned outage.
◦Follow-up on the daily health checks and fix problems once they appear on a server.
◦Insure to solve assigned Trouble Tickets (TTS) for the supported systems within SLA.
◦Clear notification for any production problems – IR report
◦Escalate and communicate raised issues from Vodafone OpCos to the 3rd line of support.
◦Keep up to date with the new product versions and new releases.
◦Transfer the knowledge to the first line of support.
◦Transfer the knowledge to the new comers in the second line support team.
◦Ensure to use the pre production environment for testing activities before launching a new service.
◦Ensure to maintain the preproduction environment similar to the production platform.
◦Ensure to maintain the preproduction environment availability for all the backend systems excluding planned outage.
◦Manage installing and upgrading software. This includes the deployment of new shipments

•KPI’s
◦Number of Trouble tickets closed verses Number of Trouble tickets assigned.
◦Number of Trouble tickets closed successfully verses Number of Trouble tickets closed.
◦Number of trouble tickets closed according to the SLA.
◦Ensure to meet the systems availability for all the backend systems excluding planned outage.
◦Managing all the projects related to operation of the platform

•Customer Management
◦Contribute in developing the service level agreement
◦Meet with customers at management and professional level on weekly bases; track complaints, requirements and report.

•Crisis Management and Escalations
◦Managing any crisis related to the system
◦Escalate to vendor and management when needed
◦Follow the crisis management process

•Communications
◦Notify & escalate status to the 2nd line support supervisor
◦Communicate with cross functional groups and committees as required to handle cross projects or issues

To Apply:
https://careers.vodafone.com/job/support-engineer-ebss-operations-in-egypt-jid-14591

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