IT Application Support - Vodafone Ghana

Role Purpose

Description

Responsible for the delivery of a highly available service underpinned by proactive monitoring leveraging tools such as Nagios, OEM and End-User Experience tools.

Also responsible for support, maintenance, configuration and administration of business support systems across the Enterprise.

Job Responsibility

• Responsible for the BSS monitoring tools (work with system owners to setup various system parameters for monitoring)
• Responsible for monitoring all BSS solution's performance and total health to ensure maximum availability.
• Ensure services are available as defined by SLA.
• To provide expertise and strategic guidance.
• Work proactively and smart to avoid service interruptions, however, where interruptions occur, work assiduously to ensure services are resolved within SLA.
• Drive a cultural change towards innovation, speedy solutions and operations in line with Agile and DevOps.
• Provide the required support when required to other system owners and project teams to help them achieve their targets.
• Make recommendations for upgrades to existing applications and/or for the purchase of new or replacement applications.
• Manage all assigned systems end-to-end and ensure alerts, licenses, certificates and other dependencies are managed with the right stakeholders on time to avert avoidable service interruptions.
• Work with architects and infrastructure teams to ensure applications run on optimized platforms and escalate on time to avert service impacts to customers.
• Ensure a DR is set up for all assigned systems and ensure DR tests are conducted twice in a year to ensure systems are tested and ready to failover.
• Ensure documentation is received for any new systems handed over. Work with developers and BAs to put together documentation for the assigned systems you are currently working on.
• Responsible for keeping documentation updated at least once a year and after every upgrade or patching.

Core Competencies and Knowledge

• Very customer focused
• Innovation-driven
• Self-Starter
• Minimum Supervision
• Minimum of 3 years experience in IT and related roles especially in Operations.
• Understanding of Monitoring Tools and Operations
• Alignment on monitoring tools evolution, roadmaps and new technology advances
• Good interpersonal skills
• Good communication skills
• Good stakeholder management skills
• Analytical, with troubleshooting and problem-solving skills
• Team player
• Must be able to delegate when appropriate
• Coach to have a backup during the absence

Must-Have Technical/Professional Qualifications

• Degree or minimum HND or equivalent qualification in Computer Science/Computer Engineering or related discipline /experience.
• Must have Application Support experience and strong problem-solving abilities.
• Good interpersonal and stakeholder management skills.
• Project management capability
• Good understanding of monitoring technologies and IT solutions generally
• Experience in some of the following technologies:
  • OS Layer: Unix / Linux / Windows /Android / iOS
  • Transport Layer: TCP/IP Protocols
  • Database: Oracle/ SQL
  • Middleware: Oracle Fusion and others
  • Application level: Java / XML/ Corba / IIS / Apache Tomcat