Specialist System Support at Vodafone Global Enterprise

Role purpose

• The ERP operations specialist is responsible for the delivery and support of robust and scalable solutions. The incumbent's responsibilities:
• Manage operational support of existing Oracle Fusion-based JMS as well as REST-based API interfaces between local systems and the Vodafone SAP ERP platform
• Collaborate with multiple support teams to
• Perform root-cause analysis on serious or persistent integration issues
• Support the technical teams to enable them to design the required solutions
• Test and implement permanent solutions to the above issues – monitor solution post-implementation
• Validate that upgrades and new feature deliveries are deployed as per schedule
• Validate that monitoring and alerting practices are implemented to enable better support
• Participate in customer service configuration and scaling
• Ensure continuous service uptime and availability
• Manage all integration testing requirements for all EVO interfaces. Address and remediate any testing issues experienced – environment, data, users etc.
• Manage resourcing and environment support requirements with the OSS & BSS EVO Fusion teams for all testing and new project requirements
• Support project management activities to develop new EVO integrations – predominantly REST-based API integrations
• Support infrastructure-related projects including SPDA processes, zoning projects and server hardening requirements
• Perform all project-administration activities for the abovementioned projects
• Support cloud-based system and integration transition projects
• Support and implement continuous improvement activities within the department and division
• Manage all server patch maintenance cycles, security vulnerability mitigation and all reporting of assigned servers – including vendor engagement, reporting and escalations
• Manage security vulnerability reporting for the team
• Communicate with business and support teams throughout

Your responsibilities will include

• Manage the support of EVO interfaces – both JMS and API based, including issue resolution, mitigation, root-cause analysis and solution deployment
• Manage all testing requirements for existing EVO interfaces, including testing issue resolution and reporting to multiple staekholders
• Manage all environment and resourcing requirements with the OSS & BSS EVO support teams
• Perform project management support actions on new integration development projects
• Perform project management support actions for infrastructure-related projects, including zoning, server upgrade, replacement and hardening as well as security-related projects
• Perform all project-administration activities for the abovementioned projects including the creation and management of all project artefacts
• Perform administrative activities against operational plans, to enable the achievement of the Technology strategy
• Collaborate with multiple support and deployment teams in different global locations – for both project and support activities
• Support collaboration between teams to deliver appropriate actions to keep the systems and services operational (systems availability)
• Support continuous improvement processes within the ERP systems team
• Support the transition to SAFe Agile-based operational and project management methodologies
• Pro-active approach to incidents and incident management
• Reporting (for operational, project and executive consumption)
• Support the transition to ITIL disciplines: incident management, problem management, change management and release management and vendor performance management, continual services improvement regularly
• Overall efficiency in executing operational tasks and activities in line with the plan to ensure the effectiveness of supported areas
• Maintain relationships with customers (internal and external)
• Capacity planning, reporting and investigating service performance, problem analysis
• Deliver on governance and policy requirements from a system upgrade and transitioning perspective
• Ability to action organisational governance and policy roadmap requirements within the technology environment
• Ability to learn new skills including Agile and ITIL certifications where required

The ideal candidate for this role willl have

Technical / Professional Qualifications:

• Matric / Grade 12 essential
• Diploma or Degree in IT or project management
• 3 - 5 + years relevant experience, with a minimum of 2 years project management exposure
• Professional experience and knowledge of the telecommunications industry preferred

Core competencies, knowledge, and experience:

• Knowledge of integration methodologies and technologies – especially REST-based API and Oracle-Fusion JMS-type integration
• Integration support and incident management knowledge
• Experience with troubleshooting integration issues, performing root-cause analysis and defining resolutions for development and implementation
• Integration testing and issue mitigation knowledge
• Project administration skills including the creation and management of all project artefacts
• System Development Life Cycle Management knowledge
• Competent communicator – verbal and written – able to engage and communicate with, and report to, stakeholders at multiple levels in the organisation
• Ability to effectively work with cross-cultural, cross-functional teams from different nationalities and global locations
• Cybersecurity environment maintenance, hardening and reporting knowledge
• Monitor information security governance, risk, and compliance by Vodacom Corporate IT
• Interpret and manage the controls and capabilities required by Vodacom to establish and comply with an information security management system in alignment with information security international best practices and/or industry standard(s);
• System incident and problem management knowledge
• Infrastructure project exposure including zoning, networking, SPDA and documentation
• Process improvement exposure will be advantageous
• DevOps culture, processes, and tools exposure will be advantageous
• Exposure to infrastructure deployment projects will be advantageous