وصف الوظيفة
Role Overview
IT Operations Senior Engineer at Elate. This role manages end-to-end service management activities and assesses the commercial impact of service interface changes within a large-scale mobile money implementation project.
Role Purpose
Lead end-to-end service management for a new mobile money assignment being implemented by the projects team. Manage customer mobile money-related issues at a granular level, with planned integration into multiple BSS IT applications in phase two of the project.
Key Responsibilities
Service Management & Incident Response
- Manage end-to-end service management team activities and assess commercial impact of service interface changes.
- Lead end-to-end technical management of incidents through to technical conclusion, meeting Vodafone's SLAs and service expectations.
- Act as a bridge between business and service management function, bringing together technology and business stakeholders to resolve major incidents.
- Ensure contributions to Post Incident Reviews are provided for major incidents, fully documented within the Problem management system, with root cause and remedial actions identified and tracked through to completion within agreed timescales.
Service Delivery & Quality
- Ensure everything Vodafone delivers is completed Right First Time from the customer's perspective, at the time customers want it.
- Identify and address underlying service problems across Vodafone's IT network to improve customer experience.
- Maintain quality of business as usual activity while driving transformational change.
- Maintain effective service management communication plans.
- Maintain database of known errors and workarounds.
Team & Process Leadership
- Manage other end-to-end service managers on large propositions.
- Mentor new team members and train them on role preparation, processes, and procedures.
- Operate proactively within a service transition environment.
- Adapt, develop, and deploy ITIL-conformant processes and tools according to commercial, governance, and contractual requirements.
Stakeholder & Partner Management
- Take ownership to contact both internal and external partners as per defined process.
- Escalate any issues with resolution according to established protocols.
Subject Matter Expertise
- Serve as recognized subject matter expert within their field in the end-to-end service management lifecycle and specific domains.
- Demonstrate knowledge and experience in governance and control of benefits-driven projects.
Qualifications & Experience
- Bachelor's degree in IT or Telecom from a reputable university.
- Proven ability to lead varied end-to-end service management teams within an IT operations framework.
- Expert in Oracle Stack components making up the Telco BSS, including CRM, BRM, ASAP, AIA, and UIM.
- Expert in OSS technology domains.
- Expert in development and support of ERP, Middleware, DWH, ODS, and Big Data applications.
- TOGAF Certification, ITIL Certification, or similar.
- Strong understanding of ITIL.
Skills & Competencies
- Oracle Service Bus and API Gateway expertise.
- OSS/BSS technology (CRM, BRM, ASAP, AIA, UIM).
- Strong analytical and problem-solving skills.
- Pro-active approach to service management.
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