Role purpose:

Cloud Support Engineer is responsible for providing Global IT support for all
Vodafone Operating Companies around the world acting as 2nd and 3rd line
support team responsible for resolving complex technical issues and to
Implement Incident management and request fulfilment for the customer tickets
to ensure providing the services according to the service level agreement and
escalating them to Vodafone vendors for the different enterprise and consumer
cloud services that are operated by the team.

Key accountabilities and decision ownership:

• Responsible for operation handling (Monitor and track ticket system, email system, phone for incoming Incidents and Requests according to ITIL process)


• Responsible for Escalations handling.


• Liaising with other support groups in assisting with the resolution of SRs where initial investigation fails to resolve the customer incident.


• Keep customers informed of all relevant service events.


• Handling event management


• working in shift bases available ‎24/‎7 with on call rotation.


• Ensure to meet the systems availability for all the backend systems excluding planned outage.


• Insure to solve assigned Trouble Tickets (TTS) for the supported systems within SLA.


• Clear notification for any production problems - IR report


• Executing service/change requests and manage the proactive problems investigations and RCA


• 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.


• 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.

Must have technical / professional qualifications:

• Bachelor degree


• Strong Conversational English skill both oral and written.


• ‎1-‎3 years IT Support, system administration, web/software development experience


• Strong Troubleshooting and problem-solving skills


• Good understanding of the global cooperative team environment


• Very good analytical thinking skills, working under stress, Multitasking, Dynamic and Customer oriented

Core competencies, knowledge and experience:

• Different Operating Systems Knowledge (Microsoft, Linux, etc)


• Backend Software Support Knowledge (Office365, Exchange, Outlook, Active Directory, SharePoint, Skype for Business, Microsoft Teams and Microsoft servers support etc...)


• Microsoft Certified Solutions Associate (MCSA) certification is a plus (Office ‎365)


• Networking Support Knowledge analysis of network problems (LAN/WAN)


• Confident control of analysis tools.


• Technical interpretation of technical error message retrievals


• Identification of coherences between individual messages of systems and customers


• ITIL Foundation is required and Good understanding of the SW lifecycle: design, development, testing and acceptance, implementation, performance optimization and troubleshooting

_VOIS #movewithus