Infrastructure Operations Architect vois

6 months ago


مصر, Egypt Vodafone Full time

**Role purpose**:

- Evaluates efficiency and improvement opportunities across all services
- Supports secure Go Live and KPI definition of new services
- Quality assurance/ technical representative in OIT forums (e.g. Hot Topics, ORM & INFRA Steerco)
- Business reporting optimization (utilising VOIS developers)
- ICMS & asset management >> Technical interface
- Part of the OIT INFRA Architecture team to ensure operational needs are considered
- Focus on defining service/business impact “operationally” for any Infrastructure service
- Support & facilitate level objective definition as Operations representative

**Key accountabilities and decision ownership**:

- Handling customer escalations and ensure proper handling to improve customer satisfaction and productivity
- Drive and follow-up service improvement plans through Operational Service Owners
- Manage services backend servers health
- Ensure to meet the Services availability and performance targets
- Adhere to processes and ensure that all ITIL best practices applied
- Follow-up on the daily health checks and operational excellence activities
- Accountable for Handling all incidents & service requests with high quality within SLA
- Clear notification, analysis and follow-up for any high impact issues - IR report
- Escalate and communicate complex issues to vendors and follow-up till resolution
- Keep up to date with technology trends, new products versions and releases
- Knowledge transfer, support and empowerment of the first line of support
- Knowledge transfer, assistance, support and educate new team members
- Responsible for proper operation in terms of configuration, changes, implementation, rollout and preparation for all operated services and all tools
- Follow proper service/product deployment life cycle with proper testing on pre-production environments
- Ensure all changes controlled, tracked and replicated across environments according to processes
- Initiate, drive and follow-up on continual service improvement activities
- Ensure KPIs & SLA compliance to OfficeIT SLA reference model & customer management
- Contribute in developing the service level agreement
- Meet with customers at management and professional level on weekly basis; track complaints, requirements and report
- Build strong healthy relationship with customer avoiding negative feedback on personal and professional levels

**Key accountabilities and decision ownership**:

- Accountable for providing a high quality ITIL process design and governance for his area and areas around in the same IT department. Develop the best people capability aligned with Vodafone culture
- Customer Service Management: Demonstrate expertise in delivering assistance for customers from foreign country through the use of foreign language and ability to deal with different cultures.
- Handle the establishment of highest standards in customer satisfaction to comply with service level agreement (SLA) from the end-to-end service point of view
- Responsible for planning, organizing, and implementing any new assigned service operations
- Manage the running Operations budget and forecast any new service investments
- Successful delivery of projects targets
- Support through the service feasibility and ramp-up phase with technical knowledge
- Successfully execute all project activities assigned on-time with high quality
- Ensure accurate and timely progress & status reporting
- Immediate escalation of issues that could affect project delivery
- Continual services improvement & Crisis Management
- Fully comply to high priority incidents and crisis situation management processes
- Escalate to vendor and management when needed
- Ensure professional technical and business communication being executed with high quality and on-time to proper stakeholders
- Customer comes first. Always think of customer and how we could help increasing productivity and avoid negative feedback or escalations

**Key performance indicators**:

- Services Availability:

- Services availability for all Infra & Could Services according to Business Premium SLA at 99,0 % - 24/7 operational KPIs
- Incident Management:
- Ensure an incident resolution compliant to SLA in order to ensure employee productivity
- Reduce customer incidents in order to improve user experience
- Reduce the average time to resolution of customer incidents and service requests in order to improve user experience

Change Management:
- Changes handled compliant to change management process 99,9%
- Changes finished in accordance with implementation plans 99%

Other ITIL Processes:

- Ensure compliance to all ITIL based internal processes and quality metrics

**Must have technical / professional qualifications: -**:
BSC in Engineering or Computer Science

Work Experience:
2. Knowledge in cloud service with all related technology ( VMware, ESXi, Vcenter, Vsphere, Server Hardware, Storage, RAID system, Azure & O365)
Detailed technical knowledge related to Infrastruct



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