Senior Application Support Engineer job at Vodafone Egypt

Description

Role purpose: To operate and provide a second line support service to Enterprise service platform on the application level to meet the expected availability and performance
 

Key accountabilities and decision ownership: 
• Technical Operation:
o Manage the platform backend servers. 
o Ensure to meet the systems availability for all the backend systems excluding planned outage.
o Follow-up on the daily health checks and fix problems once they appear on a server.
o Insure to solve assigned Trouble Tickets (TTS) for the supported systems within SLA.
o Clear notification for any production problems - IR report
o Escalate and communicate raised issues from Vodafone OpCos to the 3rd line of support.
o Keep up to date with the new product versions and new releases.
o Transfer the knowledge to the first line of support.
o Transfer the knowledge to the new comers in the support team.
o Ensure to use the pre-production environment for testing activities before launching a new service.
o Ensure to maintain the preproduction environment similar to the production platform. 
o Ensure to maintain the preproduction environment availability for all the backend systems excluding planned outage.
o Manage installing and upgrading software. This includes the deployment of new shipments
o Managing any crisis related to the system
o Follow the crisis management process  
 

Core competencies, knowledge and experience:
• Solid Linux/Unix Knowledge
• Windows Administration background
• ITIL Foundation v3 Certificate is a must
• ITIL Intermediate Certificate is a plus
• Experience in Similar role i.e (Operation Handling)
• DBA knowledge overview (SQL,Oracle)
 

Must have technical / professional qualifications: 
• Bachelor of computer science / engineering   
• 3-6 years IT Support, system administration & Operation.
• Strong Troubleshooting and problem solving skills 
• Fluent English both oral and written is a must.
• Ownership and commitment attitude 
• Excellent analytical thinking skills 
• Handling multi-tasks 
• Ability to work under Pressure
 

Key performance indicators:
• Ensure that All Services are SLA compliant
• Ensuring that the Operation Quality is being done and reflected in the Operation.
• Ensure that all incidents are solved within the agreed SLA
• Ensure to meet the systems availability for all the backend systems excluding planned outage.
• Report on agreed KPIs according to the governance process.