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Tibco Middleware Support Specialist

Posting Country:  United Kingdom
Date Posted:  10-Jan-2022
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.

Description

To work in the capacity of TIBCO Middleware specialist (IS/TS) in a client facing role. Performing day-to-day L2 support activities, incident and service request management, problem analysis and resolution, configuration changes, health check & housekeeping activity, Triage tickets to support team, identify bug fixes enhancements and minor code product issues and escalate to appropriate teams, fault logging tracking and resolution, batch processing, interface management, extend support during release and deployment. Should be able to work closely with

Business owners, process owners and SMEs to elicit business requirements / business processes support.

You will play a crucial role in continuous process improvement and standardization, identifying root causes of the issues and driving resolution. 


•    Solve day to day operation support issues
•    Accountable for meeting & improving SLA & KPIs for the applications
•    Responsible for Work instructions /SOP s, run books etc.
•    Deliver to exceed client expectations and ensure zero errors in delivery & Suggest improvements
•    Drive efficiency through process improvement to continually improve service and reduce costs 
•    Actively participate in WAR ROOM investigations
•    Periodic meetings with offshore teams on various aspects like performance, SLA/KPIs , issues/escalations etc.
•    Conduct Monthly service reviews with UK SME/Service owner
•    Interaction with various Business functions
•    Participate in Change, Release and Deployment activities and Transformation plans
•    End-to-end ownership of the incidents , communication between business and support teams; issue resolution 
•    Securing incidents are resolved within SLA
•    Co-ordination with all support groups
•    Continuous engagement with operations and support teams to understand the ongoing risks within the business and address it in timely manner
•    Constantly challenge to review methodology to enhance delivery
•    Work with product vendors to provide solutions to issues that are identified as product bugs / gaps.
•    Identify technology risks and create mitigation action plan to ensure business continuity.
•    Utilize Change Management processes and procedures to make production changes.
•    Work closely with internal business/support functions to ensure effective delivery to service
•    Work with devops team closely and work on the automations
•    Work on implementing the dashboards on Splunk, Appdynamics etc
 

Job Responsibility

Core competencies, knowledge and experience:

 

•    6 to 8 years application/operation /functional experience working on TIBCO layer offshore as well as onsite team
•    Managing the client & stakeholder expectations, Act as a bridge between IT and business
•    Prior work experience in L2 Application operation support
•    Strong knowledge of TIBCO layer/Middleware critical issues
•    End to End ticket ownership with a focus on improving
•    user experience through first time resolution and timely response 

* Advises on and executes administrative activities against the operations plans, to enable the achievement of the Technology strategy;

* Supports the team to deliver appropriate actions to keep the system/service in good working order, preventing incidents from arising and restoring system/service to normal operation in line with objectives and KPIs;

* Effectively coordinates with colleagues to deliver required applications, systems and solutions for all end-users, related to incident management, problem management, change and release management and vendor management;

* Understands market trends and contributes to suggested improvements for processes, procedures and business interfaces related to IT Operations and maintenance activities, ensuring operating efficiency for all applications and support;

* Executes the tasks and activities in line with the plan to ensure the effectiveness of the area;

* Supports the end-to-end projects that improve customer and employee satisfaction;

* Supports the team in automation and digitisation, capacity planning, analysing, reporting and investigating service performance metrics;

* Maintains relations with internal and external partners;

* Uses communication skills to exchange ideas and information in a concise and logical way to support the team priorities, resolve incidents and interface with 1st line teams and with suppliers on incident resolution;

* Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.

 

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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.