Job Details:
Impact on the business
*.In depth awareness of the concepts and application of Service Assurance, Mobile and Fixed Performance Management, Customer Experience Management, ITSM and OSS Tools as HP BSM (BPM, RUM, OMi, Operations Orchestration and SiteScope, UCMDB, Diagnostics, NNMi), BMC /Remedy, Appdynamics , Dynatrace, predictive Analytics.
*.Implementation, Integration and configuration of the different end to end monitoring tools within Central monitoring platform tools stack.
*.Configuration of E2E monitoring for Business services for Vodafone Group and Local markets.
*.Drive the Release and deployment process for new capabilities for IT Operations through getting and delivery of new tools or building integrations between existing systems.
*.Acts as 3rd level of support for technical faults, Incidents and service requests raised form the operations team.
*.Troubleshooting, trend analysis, root cause analysis and reporting of technical faults/problems.
*.Act as subject matter expert for support teams, project team and integrator to ensure that monitoring requirements are understood, documented, agreed and delivered to a high standard.
*.Act as a change agent to drive direction and adoption of tool strategies and solutions across the IT development, infrastructure engineering, and IT operations organizations.
*.Drive the development of new capabilities for IT Operations through vetting and delivery of new tools or building integrations between existing systems.
*.Work closely with TSSC monitoring team in Pune, Service Desk, Incident, Change and Problem Management to manage, mitigate and proactively reduce issues on the tooling environment.
*.Proactively search for and identify opportunities to improve operational efficiency by creating business processes or automating activities.
*.Drive proactively the development of automation standards and processes
Customers, supplier and third parties
*.Manage incidents/service requests with Vendors , 3rd Parties and Internal Customers and their associated activities against business agreed SLA’s
*.Liaising with support groups and other departments on planned maintenance activities, technical issues and major incidents
*.Responsible for escalation & handling of faults to/from Vendors, and 3rd parties
Leadership and teamwork
*.Professional, respectful and customer-focused, operating with integrity in all aspects of their duties.
*.Highly motivated, self-starter with a technical aptitude and a commitment to achieving results.
Innovation and change
*.Drives improvements in day to day tools & automation centre of excellence
*.Continuous improvement of operational & support procedures
Knowledge and experience
*.Ensures compliance with organisational and industry standards
*.Information/knowledge transfer to other team members.Production of high quality processes and documentation for any activities undertaken as part of the role.
Essential
§ B.S Computer Science or Computer or Telecommunications Engineering Required.
§ 3+ Years’ experience in a similar role working with large scale monitoring platforms. ( 5+ Years for senior position)
§ Knowledge of and exposure to HP BSM tools suite (Operations bridge/SiteScope / BPM / RUM / NNM / Diagnostics /UCMDB/ ArcSight) is a must
§ Knowledge and exposure to BMC Remedy, Appdynamics, and Dynatrace...
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