SENIOR OPS ENGINEER, OIT RTC (VOIS)

Join Us At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team.
When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world.
If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.
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.
o    Application Monitoring.
-    Perform daily Health check.
To confirm service stability and perfect performance.
o    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.
o    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.
o    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.
o    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.
o    Bachelor of telecommunications or computer engineering   o    3-7 years experiences in unified communication & collaboration Services support.
o    ITIL knowledge is a must.
o    Strong Troubleshooting and problem solving skills o    Very Strong Communication skills o    Strong analytical thinking o    Fluent English Must have technical / professional qualifications.
o    Excellent Knowledge with M.
& Cloud solutions.
o    MS Teams Administration.
o    Excellent knowledge with Microsoft SQL server and Oracle DB o    Expert in networking, voice & video protocols SSH, FTP protocols, SIP & H323 o    Experience in unified communication technologies and collaboration solutions.
o    Excellent Knowledge with networking theory, CCNA, Load balancing, FWs, … o    VMware AND VIRTULISATION o    Excellent knowledge & Experience with Windows Servers management o    Database Administration background.
o    Excellent knowledge of IIS Configuration and support.
Key performance indicators.
o    QOS o    SLAs (Incidents, problems, changes & projects activities) o    Resolution Ratio o    Service Availability #VOIS #BeUnrivalled #Createthefuture 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.