Join Us
At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.
Role purpose:
To focus on achieving OIT Infrastructure-related Security & Risk objectives and ensure compliance across all services.
Key accountabilities and decision ownership:
- Drive Cyber standards compliance
- Posture Management by monitoring and remediating risks (driving)
- Telemetry tools health status (MDE, MDI, Mandiant)
- Threat alerts investigation
- Vulnerability Management and OS patching compliance (MSFT TVM, Qualys)
- SPOC for CSBs
- Risk Management (SRA’s)
- Compliance Management on Member Server & DC Hardening standard
- Risk, Security and impact assessments
- Accounts life-cycle
- TØ assets onboarding and offboarding process
- ACLxRAY maintenance and permissions review
- Define and manage secure build process and system compromise recovery
- Improved security controls
- Security Incident Response
- Lead and develop Infrastructure technical operations engineers & service owners
- Manage team day-to-day technical operations
- 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
Core competencies, knowledge and experience:
- IT services Operation & delivery
- Service Support and troubleshooting
- Professional Business communication
- People Management
- Leadership & strategic analysis
- Very Good people management skills to be able to influence and deliver through people in parallel with all technical responsibilities
- 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:
Education:
BSC in Engineering or Computer Science
Work Experience:
- 8-10 years of experience in security & IT Support. Among which at least 5 years in leading IT teams. MS systems knowledge is a must especially the below where candidate must have strong background:
-
Knowledge in cloud service with all related technology (Microsoft Azure, 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.
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