IT Operations Senior Engineer

VodafoneThree; Doha; On-site; QAR 300,000 - 540,000; Full time

Job summary

VodafoneThree is seeking an experienced End-to-End Service Management professional to lead the service management team activities and assess the commercial impact of interface changes. You will drive post-incident reviews, ensure root cause analysis and remediation are tracked to completion, and coordinate with senior stakeholders on large propositions, delivering services right first time.

Expertise in ITIL, governance, and Oracle BSS/OSS plus ERP/Middleware supports this role; mentoring new

Qualifications

• 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

Responsibilities

• Lead End-to-End Service Management activities and assess impact of interface changes.
• Ensure post-incident reviews are documented and root cause and remedial actions tracked to completion within timescales.
• Coordinate with other End-to-End Service managers on large propositions.
• Be pro-active with service transition and ITIL understanding.
• Develop and adapt ITIL conformant processes and tools according to programme obligations.
• Mentor new team members and train them on processes/procedures used within the team.
• End-to-end technical management of incidents through to resolution meeting SLA's and service expectations.
• Bridge between Business and Service Management to resolve major incidents with Technology and Business stakeholders.

Skills

End-to-End Service Management

ITIL knowledge

Leadership

Problem solving

Stakeholder management

Mentoring

Education

Bachelor's degree in IT or Telecom

Tools

Oracle BSS/OSS stack

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 conformant 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 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 escalate any issues with resolution

Qualifications

• 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