He / She is responsible to ensure that the OIT Service isdelivered according to the Service Level Agreement applicable, managing and working with all teams in the support organization, including Vodafone IT, other Vodafone internal suppliers, local markets and external service providers.
Operations of the Services : -
Responsibility for the execution of incident analysis and resolution, request fulfilment, problem analysis and resolution, event management, andhousekeeping tasks (ITIL Application Management) for the backend systems of the OIT Workplace Services.
Responsibility for the execution of First Level incident analysis and resolution and for request fulfilment for the client facing components is assigned to the Customer Service Desk (CSD) managed by OIT Employee Support.
Responsibility for Second Level Support for client software and hardware is assigned to the Floor Support managed by OIT Employee Support.
He / She is directly responsible for release and patch planning, third level support for incident management and third level support for problem management, operational change assessment and for Continuous Service Improvement including service reporting.
As part of thethird level support responsibilities, he / she has to drive end-to-end incident andproblem management where the operations teams are unable to provide resolutionin a timely manner or with the quality required, and to ensure that customer and management communications are timely, concise, and effective.
On-call to provide 24h x 7 days coverage for third level support and for escalation management.
He / She is also responsible to manage the interface to the Solution Owner and to OIT Operations Support, in particular for budget planning, for capacity, availability and performance management, for Continuous Service Improvement, service reporting, operational requirements, service acceptance, and service enablement, and forchange management.
He / She is responsible tomanage the relationship with and the performance of external and internal service providers as well as the Vodafone TSO Global Operations Data Centre and Network teams.
He / She should have excellent skills on the below technologies and functions.
Responsibilities for the delivery of projects include :
availability Workplace services and security solutions
B.E. / MCA / MBA