Role purpose:
Responsible for the operation, support, and maintenance in relationship to the company's IT systems within the Integration domain (main applications include but not limited to (VGECO, Service Now, Remedy). Second line support and maintenance of the IT applications and supervising role on supported application area. Second line maintenance and support mean highest escalation level on trouble shooting responsibility, deepest system knowledge and specialization on platforms and services than in first line maintenance. The activities include end user and daily first line maintenance support, application maintenance, vendor management, furthermore participation in developments handover on the operations part. Maintains direct vendor contact regarding third line maintenance support issues and fault tracking. Sets up systems and application monitoring tools for the first line maintenance service departments surveillance and trouble shooting. Prepares documentation and sets up of alarm systems with correlation rules. Checks that both user and vendor SLAs are held. Suggest improvements in all areas he supports and maintain
Key accountabilities and decision ownership:
- Provide administrative and technical support for assigned applications
- Meet and exceed established service levels for support
- Maintain operation, monitoring, and integrity of production, test, and development systems to meet established standards
- Coordinate and escalate issues to support teams and third-party vendors to troubleshoot and resolve issues
- Work closely with Application Development teams for new application installations, releases, and testing
- Perform regularly scheduled system updates, changes, and failover tests for assigned applications
- Assist Third & fourth level of support team members to advance DevOps practices
- Create and maintain support documentation for applications
- Communicate general events and incidents to employees and management
- Act as a subject matter expert for business application systems, and interface between end-users, technical support, and Application Development teams
- Receive requests/incidents via managing different communication channels (Remedy, VGECO, Email, and Phone)
- Authorizes sender/caller against Authorized List DB with Validation Procedures
- Direct and Report unauthorized communications to corresponding Authorized Contacts
- Submit requests for adding/removing/updating authorized contacts to correct internal team
- Act as Single Point of Contact with 24/7 Support for Global Enterprises Help Desks (Local, Regional, or Global Helpdesks) in 75+ Countries
- Validate requests/incidents against agreed templates to ensure high quality details submitted to next level of support
- Acknowledge requests/incidents within agreed Response Time
- Act as Single Point of Contact with 40+ OPA Networks all over the world (Copco, Partner, and Affiliate) in addition to 3rd Party Suppliers
- Identify Requests/Incidents and submit to correct support group
- Manage resolutions received from next level of support ensuring clear and high-quality communications back to customer
- Maintain good level of knowledge of all different bespoke process/procedure agreed with customer/support groups
- Know how to get the most updated information and refer to correct documents
- Make sure to always be up to date with all the changes in different processes/procedures as they occur
- Follow up on open incidents/requests according to the agreed milestones
- Make sure of contacting correct and relevant Point of Escalation
- Update Inventory DB with requests fulfillment info provided by OPA
- Provide Inventory Reports as requested by Customer or Service Management team
- Know the size of the Global Enterprises that VGE is dealing with
- Realize the difference between the highest Customer Care in local market and the required level of customer service for Global Enterprises authorized contacts
- Understand impact of any small mistake and cost implications (e.g., Penalties)
- Provide best quality to our customers and show the value-added value of having our service
Core competencies, knowledge, and experience:
- 2 Years of experience in the telecom field
- Computer science / IT background is preferable
- Programming skills is a plus
- ITIL management framework knowledge about the Service Support and Service Delivery sets
- ITIL Certified is a plus
- Customer-service oriented work ethic
- Detail oriented
- Strong organizational and communication skills
- Strong interpersonal skills and ability to communicate with multiple departments to take an issue to resolution
- Strong problem-solving ability
- Ability to work independently
- Fluent in English
- Proficiency in using MS Office application
- excellent communication - persuasion - negotiation presentation
Must have technical / professional qualifications:
- ITIL v3 Foundation or higher
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