Support Engineer, Collaboration at Vodafone Group Plc

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 associationJob Title: SUPPORT ENGINEER, COLLABORATION - 000000218140 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 tasksCollaboration services KPIs & SLA complianceSuccessful delivery of assigned project tasksContinual services improvementCore competencies, knowledge and experience:IT services Operation & delivery (ITIL based)Service Support and troubleshootingProfessional Business communicationServices Availability:Services availability for all Collaboration Services according to Business Premium SLA at 99,0 % - 24/7 operational KPIsIncident Management:Ensure an incident resolution compliant to SLA in order to ensure employee productivityReduce customer incidents in order to improve user experienceReduce the average time to resolution of customer incidents and service requests in order to improve user experienceChange 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

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