ITC Service Owner Jobs At Vodafone Egypt in Cairo Egypt
Vodafone Egypt
Job Description
Profile
At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As
a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world.
Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done,
together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and
make a real difference.
Role purpose:
Provide an extensive level of support for Office IT Infrastructure ITC service ownership. With respect to the
complex nature of the ITC environment in scope the ITC Service Owner supposed to be executing the
operational assessment of projects that will be implemented, Plan for the service improvement with defined
timelines, provide permanent resolution for ongoing problems, composing necessary scripts and automation
workflows to decrease the amount of human intervention as well as composing capacity reports and draw the
road map for a proactive future capacity increase plans.
Technical Operation:
Provides operational assessment of projects, to support ITC service owner in providing into project Solution
Design approval decision (G2) by the Office IT Project Review Board (OIT PRB).
Provides Operational Impact Assessment, including risk assessment, to support in providing input into project
Go Live decision (G5) by the Office IT Project Review Board (OIT PRB).
Plan of service improvements with defined timelines
Reports service-related changes and assessed change requests
Problem Management within the accountability to PBI KPI achievement
Provide problem resolution (root cause/workaround/final solution) and root cause analysis (RCA) reports
Deliver event management analysis and improvements (monitoring tickets analysis), and ensure effectiveness
Reports for availability (server/service availability)
Test technology updates, including patch updates, to Office IT Infrastructure Services, including
decommissioning as planned by the Service Owner
Composing necessary scripts and automation tasks which will decrease amount of human intervention
Deliver capacity reports and capacity plans, to advise solution owner to drive to architecture enhancement for
the ITC service.
Responsible for platform health leading all security precaution in respect to vendor recommended security
patches.
Providing monthly high-end scorecard reporting including capacity planning and SLA delivered.
Posting ITC related success stories on Office IT Infrastructure
KPI’s:
1. End-to-End service availability and performance according to SLA
o Delivers all Office IT Infrastructure services with agreed SLAs
o Achievement of SLA targets for incident resolution according to Reportal report
o Achievement of SLA targets for Service Requests
2. Number of incidents reported by customers
3. Delivery of project tasks on time and in quality according to agreed project plans
4. Delivery of regular defined reports in time and in quality (e.g.: Backlog)
5. Customer satisfaction with Office IT Infrastructure Services ‘Customer Satisfaction measurement in
implementation with Office IT Shift Left initiative. Target to be agreed before Go Live or during phase on initial
operations of Customer Satisfaction measurement’
6. Compliance to operational processes, measured by exceptions only
7. Providing operational assessment to future projects with all pros/cons.
8. Ensure finishing at least 90% of service improvement topics planned for the FY.
9. Creating and Assessing 100% of ITC related changes before CAB meeting.
10. Closing 90% of problem cases with required (root-cause/preventive actions) within agreed KPIs.
11. Delivering all required reports & scorecards within agreed timelines.
Customer Management: Meet with customers at management and professional level on weekly bases; track
complaints, requirements and report.
Crisis Management & Escalations: Managing any crisis related to the system. Escalate to vendor and
management when needed. Follow the crisis management process.
Communication: Notify & escalate status to the Technical Lead, Monitoring & Virtualization. Communicate with
cross functional groups and committees as required to handle cross projects or issues.
Key accountabilities and decision ownership:
Putting Customers First
Makes sure the team focus on delivering customer needs.
Exceed customer expectations
Performing through our people
Gives regular, constructive feedback.
Respects other team members
Offers help when the team is overworked
Takes responsibility of mistakes, never points the finger at others.
Has the highest standard of integrity.
Delivering results
Makes the best use of available resources
Meets deadlines, makes things happen
Manages own time effectively
Managing a changing environment
Shares own ideas, accepts suggestions from colleagues
Acts quickly when change is needed
Identifies practical solutions to problems without reinventing the wheel
Making a personal difference
Builds network with other team leaders
Open and understanding
Always curious and looking for better ways to do things
Makes the most of what we’ve got
Communicating for impact
Encourages people to be open and share their views
Convinces other people of a point of view
Keeps all relevant people appropriately informed
Builds on people’s ideas
Must have technical / professional qualifications:
Education:
BSC in Engineering or Computer Science
Work Experience:
• More than 5 years of VMware hands-on-experience.
Technical skills:
Experience in Windows Server 2012 / 2016 is mandatory.
Experience in troubleshooting & strong PowerShell scripting is preferred.
Reporting & analysis skills are mandatory using MS-Office 365 applications.
Project & budget management knowledge is a preferred.
ITIL Foundation certificate is a preferred.
Information Security background.
Microsoft Azure & Hyper-V experience is a plus.
movewithus VOIS
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.
