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Digital Service Operations Lead (Vodafone Innovus)

Posting Country:  Greece
Date Posted:  16-Nov-2021
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Role purpose:

Being part of Vodafone Innovus Digital Operations team, Service Operations Lead mission is to ensure through driving an operations’ team, a smooth product experience by supporting the uninterrupted availability of provided services and functionalities, contributing to services availability and customer experience through proactive and reactive maintenance of systems under team’s scope.  Guiding and working alongside with Service Operations Engineers within the team and a diverse mix of software developers, QA engineers, Digital Service Operations Lead will be responsible for the smooth operating, monitoring, deploying, and supporting the infrastructure, systems, and processes of company's applications.

Key responsibilities and decision ownership:

•    Responsible for 24x7 continuous service availability and support for our applications
•    Responsible for L2 monitoring of applications, related databases, OS and network, availability and capacity along with housekeeping and reporting of operational KPIs
•    Conduct root cause analysis and sustainable solutions generation by creating or using monitoring tools as second level (L2) product support.
•    Troubleshoot complex system-level or application related problems, repairing and recovering from software application failures.
•    Interface with Digital Delivery, third level (L3) product support teams and external partners regarding the deployment deliverables of new applications’ services, coordinate releases cycles and troubleshooting.
•    Responsible for L2 service requests, trouble tickets, incidents and problem management including implementation of workarounds and changes.
•    Successfully roll-out, configuration and integration of the operated applications with applications managed by other teams. 
•    Collaborate with many different teams to adjust high availability of company's applications
•    Accountable for the proper set up of network, server, middleware, storage, databases needed for operating the secured applications to meet the availability and performance targets (KPIs).
•    Responsible for system hardening, vulnerability management, regular upgrades & patching
•    Responsible for IT asset registry, EoL/EoS recycling & corporate IT compliance, housekeeping & sanity 
•    Actively participating in Business Continuity plan formation & related BCP activities or Disaster Recovery design
•    Actively contribute to process and tool improvements by providing requirements for support tools.
•    Actively share best practices and tools with other teams contributing to the overall effectiveness of IT.
•    Participate across sizing workshops & scale-out activities
•    Pivoting technology roadmap & service R&D prototyping activities  
 

Functional skills, experience & knowledge:

•    University Degree in Information Technology or closely related field.
•    A proven working experience of 5 years on IT engineering role (application support, system engineer) preferably in Telecommunications area.
•    Good Knowledge of release management process and monitoring systems.
•    Proven experience in servers with various Unix and Linux distributions and Oracle Database environments.
•    Previous experience handling a team will be considered as a plus.
•    Broad experience and knowledge of application servers and especially WebLogic.
•    Good Knowledge of shell programming and sql.
•    Proven working experience in application life cycle and in continuous operation support systems (24x7)
 

Core competencies and behaviors:

•    Strong stakeholder management skills
•    Strong facilitation, organization, and prioritization skills
•    Team management skills (team of approx.6 members)
•    Understanding of technical/IT business solutions
•    Excellent written and verbal communications skills, with both technical and business audiences
•    Very good analytical, technical, and problem solving skills
•    Excellent teamwork and collaboration skills 
•    Enthusiastic and passionate, with a strong customer orientation.
•    Identify opportunities to improve customer experience.
 

What's In It For You:

•     Competitive salary
•     Private Health & Medical Insurance
•     Extra days-off
•     We love mothers – 4 months extra paid off-period!
•     Gym, Sports, Excursion weekends & Special events
•     Restaurant, entertainment areas, hairdresser, etc.
•     Needless to say, we cater for your communication wherever you are
•     Come as you are. We love when people feel they can be themselves at work.

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.