Vodafone Qatar
IT Operations Senior Engineer
🇶🇦 Doha, Qatar🏢 On-site
ITILService ManagementIncident ManagementProblem ManagementIT OperationsSLA
At a Glance
- Category
- 💻 Technology
- Level
- Senior
- Type
- Full-time
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- Experienced professional responsible for the 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 professional will need to be pro-active with a desire to operate with a service transition environment and have a good understanding of ITIL
- Able to use and adapt and develop recognised ITIL conformant processes and tools, according to the commercial and governance needs of specific programme 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 recognised subject matter expert within their field in the e2e Service Management Lifecycle & Specific domains
- Maintain effective Service Management communication plans
- Maintain 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 SLA's 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 contact both internal and external partners as per defined process and escalate any issues with resolution
Requirements
- •Proven ability to lead varied End-to-End Service Management teams
- •Good understanding of ITIL frameworks
- •Knowledge and/or experience of governance and control of benefits-driven projects
- •Experience in managing large propositions and multiple service managers
- •Ability to adapt and develop ITIL conformant processes and tools
Responsibilities
- •Manage End-to-End Service management team activities
- •Assess commercial impact of service interface changes
- •Provide contributions to Post Incident Reviews for major incidents
- •Identify and track root causes and remedial actions in the Problem management system
- •Maintain quality of business as usual activity while driving transformational change
- •Maintain effective Service Management communication plans
- •Maintain database of Known Errors and Workarounds
- •Mentor new team members and provide training on processes and procedures
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Quick CV Check
- Get your ATS score for Vodafone Qatar in 30 seconds
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- Download Gulf-ready CV
60 seconds. $5.88 one-time.
GCC Info
Company
Vodafone Qatar
1000-5000 employees
Vodafone Qatar provides mobile, fixed-line, and digital services to consumers and businesses. It is a major player in the Qatari telecommunications market.