Role purpose: To provide effective support and problem solving to Vodafone IT-
applications and services.
Key accountabilities and decision ownership.
*
Ensure 99.5% closing for assigned SR.
* Responsible for sharing team knowledge to new comers.
* Investigate, Generate and follow up with 2nd line/Concerned teams on open Service request/Issue.
* Effective supporting Zero SLA violation for the team.
* Participation in setting the team daily/weekly/monthly KPIs that represent the team objectives.
* Monitoring all KPIs and taking proper action in any violation in trend.
* Support to Customer care and retail services and closing issues and full understanding of team SR trees.
* Attend monthly team meeting, and full availability during shift hours.
* Handling support services and applications within shift base duty actions .
* Support and deliver team objectives (Automation, Zero violation, ..etc).
* On time answering for team 's hotline calls or emails.
Core competencies, knowledge and experience:
*
Dedication, sense of ownership, and ability to work within a team
* Strong communication, presentation, negotiation and analytical skills
* From 2-5 years' experience in application support domain.
* Excellent Knowledge of telecom industry standards and technologies
* Knowledge of IT analytical/reporting tools
* Very good Analytical thinking
* Solid background in IT services management methodologies.
* Problem solving and decision making.
* Deep knowledge in SQL/PLSQL Oracle knowledge.
* Unix shell scripting experience.
* IT of Tele-Communication Experience.
* Good knowledge in Billing, Tibco, Seibel, Provisioning, IVR & MNP systems.
Must have technical / professional qualifications:
*
B.SCof Computer science or Engineering-Communication or equivalent.
* Experience in trouble shooting for IT applications issues.
* Certificates in related fields is a plus.
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