تفاصيل وظائف شركة ڤودافون مصر والتقديم الكتروني
تفاصيل وظائف شركة ڤودافون مصر والتقديم الكتروني
IT Front Line Specialist
About the job
Job Responsibility
Role purpose: To provide effective support and problem solving to Vodafone IT- applications and services.
Key Accountabilities And Decision Ownership
Ensure 99.5% closing for assigned SR.
Responsible for sharing team knowledge to new comers.
Investigate, Generate and follow up with 2nd line/Concerned teams on open Service request/Issue.
Effective supporting Zero SLA violation for the team.
Participation in setting the team daily/weekly/monthly KPIs that represent the team objectives.
Monitoring all KPIs and taking proper action in any violation in trend.
Support to Customer care and retail services and closing issues and full understanding of team SR trees.
Attend monthly team meeting, and full availability during shift hours.
Handling support services and applications within shift base duty actions .
Support and deliver team objectives (Automation, Zero violation, ..etc).
On time answering for team’s hotline calls or emails.
Key Performance Indicators
99.5 On time handling for assigned SR in line with the agreed SLA.
100% handling for assigned tasks from team Sr. Supervisor within the agreed time/quality.
Zero violation for assigned SR/Actions.
Core Competencies, Knowledge And Experience
Requirements
Dedication, sense of ownership, and ability to work within a team
Strong communication, presentation, negotiation and analytical skills
From 2-5 years’ experience in application support domain.
Excellent Knowledge of telecom industry standards and technologies
Knowledge of IT analytical/reporting tools
Very good Analytical thinking
Solid background in IT services management methodologies.
Problem solving and decision making.
Deep knowledge in SQL/PLSQL Oracle knowledge.
Unix shell scripting experience.
IT of Tele-Communication Experience.
Good knowledge in Billing, Tibco, Seibel, Provisioning, IVR & MNP systems.
Must Have Technical / Professional Qualifications
B.SCof Computer science or Engineering-Communication or equivalent.
Experience in trouble shooting for IT applications issues.
Certificates in related fields is a plus.
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