Job Details:
ROLE PURPOSE:
This role is for providing Ownership for Cloud infrastructure as a Service within in the area of accountability; Cloud includes, but is not limited to the major technical services and enablers or tools ( Vcenter, ESXi, Vcenter Operation Manager, HP SIM, Microsoft Servers 2008 and higher, WSUS, Linux, Powershell Scripting, Storage management, RAID, Active Directory, DNS, …).
Responsible to ensure the Operations, Maintenance and Support of the Cloud infrastructure platforms as well as to support the definition of detailed requirements, create designs and plans, and ensures implementation of high-availability Cloud services. Responsible to monitor and report on service health as well as design and implement disaster recovery and security solutions. Also plan upgrades, migrations, and deployments. Fully responsible for ensuring high-availability and service stability as well as for service enhancements.
· End-to-End responsible for the Service Delivery to the customers (Vodafone Employees, Externals, Enterprise Customer). Manages technical deliverables and projects, ensuring documentation, configuration management and knowledge transfer to supporting teams
· Life-cycle management and ownership of the Cloud Infrastructure solutions: Ensures technological upgrades as well as delivers new business and security requirements. Responsible for delivering engineering/design/integration/capacity
· Responsible for Operations and Maintenance for cloud infrastructure; ensuring Incident and Problem management and providing guidance and support to other team members or partners to resolve problems and issues
· Ensuring high-end to end quality of Service Transition from Project into Business as Usual for a seamless customer experience
· Service Ownership: Ensures E2E operational performance, Incident & Problem Management, change management, E2E monitoring, service reporting/dashboard,…
· Responsible of the Capacity Management and Technical Performance and Optimization for the Cloud Infrastructure platforms
· Continuously identify and implement system and processes improvement initiatives to deliver a best in class user experience whilst improving efficiency in processes and costs: i.e. provide CSD FTF and workarounds to reduce business impact and increase users’ satisfaction.
· Responsibility for Service Quality Assurance and measurement through SLAs and Customer Satisfaction
Further the role provides Service Ownership for major technical enablers or tools to administer the services and for relevant processes in the Cloud Infrastructure scope (Problem Management, etc) and On-hold to ensure 24/7 support when required
· Supervise the Operation to maintain the operation standards
· Deal with escalations and high business impact cases
· monitoring and recording SLA's and objectives requirements
· Creation and maintenance of the Team Rota, ensuring that the correct amount of resource is scheduled to meet the demands of the business at all times of the day.
· Overcome technical and business obstacles of Infrastructure service desk.
· Reduction in escalation of IT issues by customers
· Build and maintain excellent customer's (OpCo Service Desks and SLS teams) relationships.
· Conducting team management activities such as one to one's, appraisals, team meetings, performance management and coaching...
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