Information Technology Operations Engineer

Description for Internal Candidates

We believe that, when working together, humanity and technology can find the answers and create a better future for all. We are passionate about building a workplace where you can truly be yourself, share inspiration, embrace new opportunities, thrive, and make a real difference to people and our planet. We are known for our technology, but it is humanity that drives us forward.

Responsibilities for Internal Candidates

• Experienced professional responsible for managing End-to-End Service management team activities as well as assessing the commercial impact of service interface changes
• Ensuring contributions to Post Incident Reviews are provided for major incidents and are fully documented within the Problem management system and that root cause and any remedial actions are identified and tracked through to completion within agreed timescales.
• Will typically work on large propositions where management of other End-to-End Service managers is required.
• End-to-end service Management professionals will need to be proactive with a desire to operate in a service transition environment and have a good understanding of ITIL
• Able to use and adapt and develop recognized ITIL conformant processes and tools, according to the commercial and governance needs of specific programmed obligations and contractual requirements.
• A proven ability to lead varied End-to-End Service Management teams within an IT operations framework.
• Knowledge and/or experience of governance and control of benefits-driven projects.
• Identifies and addresses underlying service problems across Vodafone’s IT network in order to improve the customer experience
• Ensures that everything Vodafone does is delivered Right First Time from the customer’s perspective, at the time that they want it
• Maintains quality of business as usual activity, whilst driving transformational change
• Is a recognized subject matter expert within their field in the e2e Service Management Lifecycle & Specific domains
• Maintain an effective Service Management communication plan.
• Maintain a database of Known Errors and Workarounds.
• Mentoring new members of the team, and training them to prepare for their role and the processes/procedures used within the team.
• End-to-end technical management of incidents through to technical conclusion meeting Vodafone’s SLAs and service expectation
• Act as a bridge between the Business and the Service Management function, contributing to the major incidents and bringing together Technology and Business stakeholders to resolve these incidents
• Taking ownership to contacting both internal and external partners as per the defined process and escalating any issues with resolution

Qualifications & Must Have:

• Bachelor's degree in Computer Science or IT or relevant from a reputed University.
• Experienced in managing End-to-End Service management team activities as well as assessing the commercial impact of service interface changes
• Must Be a Qatari National.
• Ensuring contributions to Post Incident Reviews are provided for major incidents and are fully documented within the Problem management system and that root cause and any remedial actions are identified and tracked through to completion within agreed timescales.
• Expertise in working on large propositions where management of other End-to-End Service managers is required.