Support Engineer, Collaboration

Vodafone Group Plc - (See More Jobs)

April 17, 2018
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Vodafone Group Plc is recruiting for fulltime Support Engineer, Collaboration.

Job Details

Vodafone Group Plc is one of the world's leading telecommunications groups, with a significant presence in Europe, the Middle East, Africa and Asia Pacific through the Company's subsidiary undertakings, joint ventures, associated undertakings and investments.

Vodafone Group has entered into arrangements with network operators in countries where the Group does not hold an equity stake. Under the terms of these Partner Market Agreements, Vodafone and its partner operators co-operate in the marketing of global products and services with varying levels of brand association


Responsible to perform daily operations, on call duty activities, project activities, service optimization, deployment executions and service ramp up on the Global collaboration platforms. Services are deployed on complex corporate environments integrated with Local Platforms, Global Platforms and Platforms of suppliers.

Responsible for delivering within the relevant SLA-defined Key Performance Indicators (KPIs).

Recognise set-up dependencies, support troubleshooting andarbitrate between providers for issue handling. Strong focus on the technical coordination of the setup and implementation of deployments.

The activities for the transitioning of a solution/deployment to its launch include the coordination of the set-up, integration, configuration, trouble management and maintenance of the system.

Key accountabilities and decision ownership:

  • Collaboration Domain Services Operation day-to-day tasks
  • Collaboration services KPIs & SLA compliance
  • Successful delivery of assigned project tasks
  • Continual services improvement

Core competencies, knowledge and experience:

  • IT services Operation & delivery (ITIL based)
  • Service Support and troubleshooting
  • Professional Business communication

Services Availability:

  • Services availability for all Collaboration Services according to Business Premium SLA at 99,0 % - 24/7 operational KPIs

Incident Management:

  • Ensure an incident resolution compliant to SLA in order to ensure employee productivity
  • Reduce customer incidents in order to improve user experience
  • Reduce the average time to resolution of customer incidents and service requests in order to improve user experience

Change Management:

  • Changes handled compliant to change management process 99,9%
  • Changes finished  in accordance with implementation plans 99%

Other ITIL Processes:

  • Ensure compliance to all ITIL based internal processes and quality metrics

Job Requirements

Min Required Experience:

Not Specified

Min Qualification:

Bachelor's Degree/HND

Desired Courses:

Not Specified

Other Requirements:

Technical skills:

  • Core Solutions of Microsoft SharePoint Server 2016 is Preferred
  • MCITP: Microsoft Office SharePoint Server 2010 certificate is Mandatory
  • MCITP: Enterprise Administrator for Windows Server 2008 certificate is mandatory
  • MCSE: Server Infrastructure is Preferred
  • MCITP: Database Administrator 2008 certificate is preferred
  • IIS configuration and troubleshooting advanced level
  • General applications operational skills (troubleshooting, scripting) is Preferred
  • ITIL V3 foundation is Mandatory
  • Microsoft System Center suite (SCOM, SCCM, DPM, SCSM, Orchestrator) is Preferred
  • CCNA certification is preferred

Personal skills:

  • Excellent spoken and written English
  • Interpersonal Skills
  • Dedication, sense of ownership
  • Ability to work in teams
  • Excellent oral and written communication skills
  • Must be team oriented
  • Must have technical support experience via the phone and via direct customer facing
  • Must have systems support experience, preferably in a large production environment
  • Experience in working with professionals from other cultures

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About Vodafone Group Plc

  • Type: Public
  • Headquarters: London

Vodafone Group Plc is one of the world's leading telecommunications groups, with a significant presence in Europe, the Middle East, Africa and Asia Pacific through the Company's subsidiary und...Know More about Vodafone Group Plc

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