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Job Description
- Business to Business (B2B) 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
- Implement Incident management and request fulfillment 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 availability of the system for all the back-end systems excluding planned outage.
- Follow-up on the daily health checks and fix problems once they appear on a server.
- Ensure 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.
- Transfer the knowledge to the new comers in the support team.
- Ensure to use the pre-production environment for testing activities before launching a new service.
- Ensure to maintain the pre-production environment similar to the production platform.
Job Requirements
Must have technical/professional qualifications:
- Bachelor of computer science/engineering
- Strong Conversational English skill both oral and written.
- 2 years of 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
