Infrastructure Data Integrity Lead_VOIS

Role purpose:

The Data Integrity Specialist is responsible for data integrity of Office IT Infrastructure services, detailed reviews of processes as well as audits. The role acts as a single point of contact for Data Integrity optimisation in VOIS and reports virtually to the Data Integrity Manager.

The Data Integrity Specialist coordinates and delivers data integrity optimisation and security sensitive projects (C4) to ensure compliance with policy requirements and furthermore to constantly improve of Office IT Infrastructure service maturity.

The role owner is responsible to coordinate the analysis of data integrity problems, coordinates their resolution and executes data hygiene campaigns.

Key accountabilities and decision ownership

• Handling customer escalations and ensure proper handling to improve customer satisfaction and productivity
• Drive and follow-up service improvement plans through Operational Service Owners
• Manage services backend servers health
• Ensure to meet the Services availability and performance targets
• Adhere to processes and ensure that all ITIL best practices applied
• Follow-up on the daily health checks and operational excellence activities
• Accountable for Handling all incidents & service requests with high quality within SLA
• Clear notification, analysis and follow-up for any high impact issues - IR report
• Escalate and communicate complex issues to vendors and follow-up till resolution
• Keep up to date with technology trends, new products versions and releases
• Knowledge transfer, support and empowerment of the first line of support
• Knowledge transfer, assistance, support and educate new team members
• Responsible for proper operation in terms of configuration, changes, implementation, rollout and preparation for all operated services and all tools
• Follow proper service/product deployment life cycle with proper testing on pre-production environments
• Ensure all changes controlled, tracked and replicated across environments according to processes
• Initiate, drive and follow-up on continual service improvement activities
• Ensure KPIs & SLA compliance to OfficeIT SLA reference model & customer management
• Contribute in developing the service level agreement
• Meet with customers at management and professional level on weekly basis; track complaints, requirements and report
• Build strong healthy relationship with customer avoiding negative feedback on personal and professional levels
• Accountable for providing a high quality ITIL process design and governance for his area and areas around in the same IT department. Develop the best people capability aligned with Vodafone culture
• Customer Service Management: Demonstrate expertise in delivering assistance for customers from foreign country through the use of foreign language and ability to deal with different cultures
• Handle the establishment of highest standards in customer satisfaction to comply with service level agreement (SLA) from the end-to-end service point of view
• Responsible for planning, organizing, and implementing any new assigned service operations
• Successful delivery of projects targets
• Support through the service feasibility and ramp-up phase with technical knowledge
• Successfully execute all project activities assigned on-time with high quality
• Ensure accurate and timely progress & status reporting
• Immediate escalation of issues that could affect project delivery
• Continual services improvement & Crisis Management
• Escalate to vendor and management when needed
• Ensure professional technical and business communication being executed with high quality and on-time to proper stakeholders
• Customer comes first. Always think of customer and how we could help increasing productivity and avoid negative feedback or escalations
  
  
  

Core competencies, knowledge and experience

• IT services Operation & delivery
• Service Support and troubleshooting
• Professional Business communication
• Strategic analysis
• Willing to work according to the German calendar in terms of the week ends and the public holidays according to the shift schedule
• Be involved in an on-call schedule to provide 24/7 support if required
• Willing to travel outside Egypt if required
  
  
  

Must have technical / professional qualifications:

BSC in Engineering or Computer Science

Work Experience:

• 8-10 years of experience in IT Support. Among. MS systems knowledge is a must especially the below where candidate must have strong background:
• Knowledge in cloud service with all related technology ( VMware, ESXi, Vcenter, Vsphere, Server Hardware, Storage, RAID system, Azure & O365 …)
  
  
  

Detailed technical knowledge related to Infrastructure Services and related technical components (Active Directory, DHCP, DNS, Windows Servers, print & File sharing…).

• Detailed technical knowledge relating to configuration management and automated deployment
• Understanding and experience dealing with IT Security requirements and related policies
  
  
  

Personal skills:

• Strategic thinking
• People management & personal development
• leadership & organizational skills
• Interpersonal Skills
• Ability to perform technical researches
  
  
  

#_VOIS #movewithus