Dec 21, 2011

EMMS Solutions Support Supervisor - Vodafone Egypt

Job ID2017

Giza
Full Time - Permanent
Yes


 

ROLE PURPOSE:

Performs the typical role of a team leader, Providing leadership, Supervision and guidance to a 24/7 technical Service Desk to work as a first line technical support for VGE customers across the Vodafone footprint to VGE products & solutions related issues. The team acts as a Single Point of Contact ("SPOC") to fulfil the technical incidents/requests needs of the Global Enterprise customers, Local OpCo’s and 2nd Level Providers. It is to be the central point of contact between parties on a day-to-day basis. The Technical Service Desk is designed to simplify service delivery by providing a single point of contact for the MNC helpdesk(s) or defined MNC administrators, to resolve issues involving more than one country (i.e. helpdesk to helpdesk). When an incident or problem is unresolved, the Service Desk may at times be required to co-ordinate parties via teleconference to resolve. It is also a focal point for reporting Incidents and for Global Enterprises making Service Requests.The Service Desk must handle both incidents and service requests (this includes set up of the solutions), as well as providing an interface to users for other Service activities including:
- Problem Management 
- Configuration Management
- Change Management 
- Release Management 
- IT Service Continuity Management


 

People Management
• Coach, develop & supervise the performance of all team members to achieve the defined KPI’s.
• Ensure that resources are efficiently allocated and performance standards are achieved according to required standards.
• Supervisor, motivate and develop teams of staff in a high volume, high-pressure customer oriented environment.
• Assign and prioritize roles and responsibility to team members to complete project within constraints of budget and approved quote
Service Level Management • Monitor daily performance against SLA targets
• Perform Trend Analysis of daily performance
• Prepare forecast plans of expected SLA and requirements to achieve targets
• Share forecast plans with GESC support groups
Relationship Management • Ensure providing Service Management Teams with the required reports
• Maintain good relationship with different members of Service Management Team
• Discuss gaps/issues as required and work on solving them short term and long term
Essence of Role/Key Accountabilities • Maintain ownership and control of all incidents making sure that none are ''lost'' and co-ordinate resolution. 
• Support the VF group operations staff through solution live testing.
• Manage escalated cases to 2nd line of support internally & externally (vendors).
• Respond to services team inquiries (GSMs, GAMs, LSMs, NAMs & customer solutions team).
• Log incident, perform diagnostics & analysis of the issue, escalate it to the relevant stakeholder, follow up and close case upon resolution
• Co-ordinate restoration with appropriate teams. When an incident is unresolved or requires more than one party to resolve. Facilitate a conference call with key players.
• Fully Support Incident, Problem, SLA and Change Management according to ITIL standards.
• Generate (revenue & non-revenue) reports using various available tools for both internal (VGE) & external (customers) use e.g. GORR & VT-IS TTS
• Ensure continually hands on with solution and systems. Disseminate information to other team members.
• Provide recommendations to refine existing processes documented.
• Implement best practices for products & services evolution. Participate in training for ER and Billing tools and processes
• Develop existing knowledge of Solution by using test systems, familiarise with documentation and processes etc
• Manage Set Up of own GESC tools to support Solution (i.e. ensure GESC agents can log tickets in MNC application, documentation posted in library tools for the team)
• Ensure communication to team is timely and relevant, delivering key information in order to foster performance
Communicate / Document • Record and manage all necessary ‘Configuration Items’ upon set up in order to support the MNC ongoing.
• Be actively involved in Service Review Meetings to drive service improvements 
• General OLA's for response & resolution times need to be established between the Service Desk and the Local Op Co Service Desk and or LSM/NAM. This includes on & off Net OpCos. Additional Requirements include:
• Network Outage notifications
• Local ER Outages
• Escalation path for network issues & key points of contact
Reporting & Analysis • Support the definition of appropriate KPIs and metrics to monitor progress towards the agreed scope of work and later on in the operations
• Gather and analyze data to prepare projects status reports indicating the progress achieved, milestones completed outstanding issues and budget expended.


 

Financial (limits/mandates etc.) Non-financial (customers/staff etc)
• Does this person manage a budget? 
• □  NO
• If Yes how much?
Nil
• Does this person generate revenue?
• □  NO
• If Yes how much?                  
• Nil Key interfaces:
• Product Managers
• Project Teams
• OPA
• Internal Teams
• Technology
• Vendors


 

Person Specification
Competency / Performance Drivers Technical / Professional Expertise
• Excellent spoken and written English language.
• Excellent communications and interpersonal skills (verbal & written).  Including the ability to communicate with Sales, Solution Managers and IT  Engineers to understand newly discovered problems and explain complex situations clearly and articulate possible workarounds or resolutions
• Analytical & inquisitive. Ability to troubleshoot complex issues.
• Good organizational skills. Ability to administrate & co-ordinate delivery and support of VGE solutions.
• Customer service philosophy and ability to understand our customers, evaluating effectively the impact and urgency required to prioritize incidents.
• Flexible & adaptable with a desire to learn
• High sense of commitment and ownership.
• Ability to work in teams.
• Ability to work in an on-call schedule. 
• Customer Obsessed
• We are passionate about exceeding expectations: 
• Innovation Hungry
• We create and deliver new products, services and ways of working that delight our customers: 
• Ambitious & Competitive
• We bring energy and passion to our work and always aim to beat the competition: 
• One Company, Local Roots
• We work across Vodafone to achieve the best outcome for customers, employees and shareholders: 
• • Speed
• We drive speed to market. We relentlessly prioritise and pursue the outcomes that matter to our business: 
• • Simplicity
• We make things simple for our customers, partners and colleagues: 
• Trust
• We are reliable and transparent to deal with. We deliver for others and trust others to do likewise • Minimum of overall 8 years experience of working in diverse teams of technical and service-oriented nature and 2 years of leading teams.
• Experience in EMMS for 2 years +
• Fluent English
• IT/computer science background is required
• Programming skills are essential
• Good working knowledge of MS Office, Windows XP, Vista and Windows Server 2003 (including Active Directory and Exchange).
• Excellent knowledge about corporate solutions and 3G products.
• High Level understanding of GSM, GPRS and 3G network and APNs.
• Familiarity with Standard Handheld Operating Systems.
• IT/computer science background 
• Programming skills are essential
• 5 years business experience is required
• High Level understanding of GSM, GPRS and 3G network and APNs.
• Familiarity with Standard Handheld Operating Systems.


 

5 and above

 

EMMS Solutions Operations Manager