Specialist: Technical Analysis at Vodafone Global Enterprise

Role Purpose

To perform Application Operations function for the Vodacom Business IT Applications.  

This role will provide:

• Technical Support in the VB IT Applications Environments, including Dev, QA, UAT and Production.
• Managing and actioning all VB IT  AO Incidents being raised in Remedy, including prioritisation based on incident impact on the business
• Participate in the Daily Stand-up reviewing all open issues for AO
• Provide the interface from the user base to the development team for any software related issues
• Manage the interaction between the integrated systems teams and the internal VB IT  Development and Testing teams for related incidents
• Managing the relationship with stakeholders and external support suppliers
• Ensuring all Audit and SOX requirements are fulfilled.

Your responsibilities will include

• Policies and Procedures
• Give input into the creation of and maintenance of departmental policies and procedures.
• Ensuring departmental policies and procedures are kept current and updated according to changes in business processes.
• Ensuring departmental adherence to policies and procedures.
• Process Management 
• Ability to review and walk a process with the view to continued process improvement. 
• Reporting / Adhoc tasks
• Prepare regular reporting on Incidents statistics.
• Prepare Incident Reports and high-level incident management feedback as required
• Ensure all routine reports/attestations are completed.
• Audit and Support
• Ensure all Audit and cyber audit requirements are met by co-ordinating with relevant stakeholders.

The ideal candidate for this role will have

• Technical / Professional Qualifications:
• Diploma/Degree in IT
• 3 to 5 years IT experience in CRM or billing systems in Telecomms.
• 5 years Application Support and Operations experience, including working closely with vendors.

Core competencies, knowledge, and experience:

• Influential Communication skills essential
• Conflict Management
• Ability to operate under pressure
• Self-starter – initiative driven
• Knowledge of Vodacom products and services structures
• General OS knowledge, understanding both Linux/AIX and Windows env’s
• Experience in ERP Management an advantage
• Well versed in all aspects of the ITIL Framework