Senior Ops Engineer

Job description / Role

Role purpose:

To provide L2/L3 operational End User technical support in All Unified Communication areas of Instant Messaging (IM), Meetings/Webinars, Video Teleconferencing, Video Streaming, Video Portals and Video on Demand Systems over large geographically dispersed networks.

Will be also responsible for proactive Service monitoring, maintenance & reporting to achieve the desired QoS, also responsible for Service Administration and accountable for the operations performance/Quality, Responsible also for Change implementations, Core technical major incidents investigation and resolution.

Key accountabilities and decision ownership:

Application Monitoring.
- Perform daily Health check. To confirm service stability and perfect performance.

Service Administration.
- Test Service updates and implement it after approvals.
- Core Service configuration & Maintenance.
- Manage all user access privilege and Roles.
- Attend the Vendor meeting and make sure that the SLA between Vodafone group and is achieved.

Change Management and implementation.
- Responsible for change Deployment plan creation.
- Responsible for Implementation and testing all Service Changes.
- Communicate/update Changes status. To users and management.
- Coordinate between all Change parties, Before and during the after implementation.

Escalation and Incident Management.
- Troubleshoot any crisis related to the service and work on resolution within the agreed SLA.
- Escalate to vendor and management if needed.
- Present the root-cause and preventive actions to management when needed.

Service operation management and reporting.
- Assuring the operational SLAs & KPIs achievement,
- Adding value through creating innovative solutions for better support
- Trigger the Onsite technical support team in case of hardware failure or deployments
- Join the monthly Service Review Meetings with the customer with a complete repot to track the service' KPIs and operational trends/issues
- Provides & Presenting all requested operational reports.

Core competencies, knowledge and experience:
- Bachelor of telecommunications or computer engineering
- 3-7 years experiences in unified communication & collaboration Services support.
- ITIL knowledge is a must.
- Strong Troubleshooting and problem solving skills
- Very Strong Communication skills
- Strong analytical thinking
- Fluent English

Must have technical / professional qualifications:
- Excellent knowledge & Experience with Windows Servers management
- Database Administration background.
- Excellent knowledge of IIS Configuration and support.
- Excellent Knowledge with M.365 & Cloud solutions.
- Excellent knowledge with Microsoft SQL server 2008 and Oracle DB
- Expert in networking, voice & video protocols SSH, FTP protocols, SIP & H323
- Experience in unified communication technologies and collaboration solutions.
- Excellent Knowledge with networking theory, CCNA, Load balancing, FWs, ...
- Experience in M.365 & Cloud Services.
- VMware AND VIRTULISATION
- Integrated MS Cloud Platforms.
- MS Azure
- Power Apps
- Graph API.

About the Company

At Vodafone, we are known for our technology, but the truth is, it is humanity that drives our business forward. With the global pandemic raising so many questions for tech brands, it has highlighted the leading role that we need to play.

We believe that, when working together, humanity and technology can find the answers and create a better future for all.

Working at Vodafone is all about helping people feel ready to benefit from new technology. We bring the future to even the most remote places, using technology to help families in disaster zones, showing young people that a phone is not just for fun and thinking about technology that doesn’t even exist yet.