Contract Type : Fixed Term Contract
Fixed Term Contract
Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do.
We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.
We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together.
Join our journey as we connect for a better future. Ready?
ROLE PURPOSE :
This role is for providing Ownership for Infrastructure as a Service within in the area of accountability; Infrastructure includes, but is not limited to the major technical services and enablers or tools (Active Directory, DHCP, DNS, Provisioning, Print, File, Radia ).
Responsible to ensure the Operations, Maintenance and Support of the Global Infrastructure platforms as well as to support the definition of detailed requirements, create designs and plans, and ensures implementation of high-availability Infrastructure services.
Responsible to monitor and report on service health as well as design and implement disaster recovery and security solutions.
Also plan upgrades, migrations, and deployments. Fully responsible for ensuring high-availability and service stability as well as for service enhancements.
End-to-End responsible for the Service Delivery to the customers (Vodafone Employees, Externals, Enterprise Customer). Manages technical deliverables and projects, ensuring documentation, configuration management and knowledge transfer to supporting teams
Life-cycle management and ownership of the Infrastructure solutions : Ensures technological upgrades as well as delivers new business and security requirements.
Responsible for delivering engineering / design / integration / capacity
Responsible for Operations and Maintenance for Infrastructure; ensuring Incident and Problem management and providing guidance and support to other team members or partners to resolve problems and issues
Ensuring high-end to end quality of Service Transition from Project into Business as Usual for a seamless customer experience
Service Ownership : Ensures E2E operational performance, Incident & Problem Management, change management, E2E monitoring, service reporting / dashboard,
Responsible of the Capacity Management and Technical Performance and Optimization for the Infrastructure platforms
Continuously identify and implement system and processes improvement initiatives to deliver a best in class user experience whilst improving efficiency in processes and costs : i.
e. provide CSD FTF and workarounds to reduce business impact and increase users’ satisfaction.
Responsibility for Service Quality Assurance and measurement through SLAs and Customer Satisfaction
Further the role provides Service Ownership for major technical enablers or tools to administer the services and for relevant processes in the Infrastructure scope (Problem Management, etc) and On-hold to ensure 24 / 7 support when required.
Key Accountabilities Key Activities / Decision Areas
Supervise the Operation to maintain the operation standards
Deal with escalations and high business impact cases
monitoring and recording SLA's and objectives requirements
Creation and maintenance of the Team Rota, ensuring that the correct amount of resource is scheduled to meet the demands of the business at all times of the day.
Overcome technical and business obstacles of Infrastructure service desk.
Reduction in escalation of IT issues by customers
Build and maintain excellent customer's (OpCo Service Desks and SLS teams) relationships.
Conducting team management activities such as one to one's, appraisals, team meetings, performance management and coaching.
Monitoring and providing feedback to individuals on attendance, timekeeping, performance, call quality for technical, verbal and written skill.
Assessment of training needs for individuals on team.
Delivery of a high level of Customer Service through a positive customer focused attitude.
Consults with next line of support teams as appropriate
Handling and solving any conflicts between GSD and other levels of support (SLS or OpCo Service Desk)
Develop new processes to enhance the operation
Enable and implement new function and new assigned service
Training of the new staff in the area and introducing them to operation
Provide corrective feedback to staff who need improvement to ensure ongoing documentation for poor performance & feedback to the employee in a timely manner & entries made to file
Responsible for delivering weekly / monthly / yearly reports for the management.
Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded.
We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business.
We actively encourage everyone to consider becoming a part of our journey.