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Operations Support Engineer


Vacancy will be closed on: 21/01/2022
Dublin
  Reference #456
Role Title:

Operations Support Engineer

Business Area:

It Pmo
About this Role

The purpose of the Technical Operations role is to support the day to day workload of the Operational area ensuring the provision of consistent high quality delivery, assurance, customer and IT build services in support of the full suite of IT dependent products and services in an effective, efficient, customer focused and safe manner. 


Technical Operations is a service-oriented 2nd line support area with focus on the ‘end to end service’ to the customer by applying  common processes, tools and practices to ensure the ongoing effective proactive delivery of service to enhance the customer experience.


The Operational team’s success will be measured based on:

  • Success at resolving tickets for its customers at first point of contact

  • Success at retaining ownership of tickets to the point of closure and to the satisfaction of the customer.

  • Successful achievement of service availability targets

  • Successful delivery of service improvement initiatives to reduce customer contacts into technical areas or enhance the customer experience

  • Achievement of agreed SLA performance metrics

What is expected from the Role?

Accountabilities

  • Reporting into the Operations Lead and accountable for day to day operation, maintenance and support activities. They will be a highly motivated, professional, customer-focused, self-starter with strong technical aptitude and a commitment to achieving results in line with customer and management expectations.

  • The ideal candidate should have a broad range of hands-on technical skills, with strong operational support experience.

  • Carry out post-change windows checks to ensure service quality and availability is maintained.

  • Develop & perform routine checks and preventative maintenance on all services 

  • Ensure the needs of end-user/customer are addressed within agreed service levels

  • Ensure that the overall quality of service is delivered to the customer in a timely and effective way

  • Follow the agreed processes in place to ensure assurance of service

  • Identify and communicate process improvements for Incidents, Changes, Problems and Major Incidents

  • Creation and communication of options to address issues arising from existing service support 

  • Provision of first line support and maintenance of services including on-site and on-call support, when required.

  • Detection, diagnosis and resolution of incidents/problems

  • Management of external parties to ensure resolution of issues

  • Communicate any problems that may arise relating to critical tools used by the technical area

  • Carry out tasks/projects as required by IT management

  • Align with eir Group culture and values to drive the customer ethos, vision, mission and culture of the organisation to ensure successful growth and retention of its customers 


Functional

  • Comply with all Operational, Financial and HR policies, processes and procedures

  • Consistently deliver on customer expectations in particular meeting obligations under SLAs for both customers and other eir business units.

  • Assist in the selection of any new operational tools/technologies.

  • To be available from time to time outside office hours to coordinate response or attend to urgent issues

  • Manage stakeholder relationships associated with the customer services, products, and core platforms within the technical operations remit


Key deliverables

  • Productivity targets, KPI’s and Service Management SLA’s

  • Implement and support business change initiatives, achieving appropriate performance levels

  • Timely production of area’s weekly/monthly Operational performance reports

Requirements for a Successful Application:

Knowledge and experience:

  • Strong communication skills: verbal and/or written

  • Familiarity with a wide range of open source technologies

  • Solid analytical, conceptual and problem-solving abilities

  • Knowledge of operational best practices in an public-facing always-available environment

  • Proven understanding of mobile telephony principles and associated technologies

  • Proven understanding of fixed network terminology and associated technologies

  • Proven understanding of IT Services/Applications/Protocols 

  • Strong knowledge of Service Management guiding principles

  • Technical knowledge of GSM, HSPA, LTE in general and MSC/HLR/BSC/IN/VMS/SMS/Trouble ticketing systems etc.

  • High levels of commitment and personal accountability and a passion to constantly challenge and improve existing processes to ensure highest levels of customer satisfaction

  • Strong team player


Desired Skills

  • Batch processes. (logistics/payments and other ad-hoc fixes to provisioning etc)

  • Payments (SEPA & Card Payments)

  • Usage processing/Rating.

  • Billing.

  • SQL and DBA on open-source databases, MariaDB, Postgres

  • Red Hat Enterprise Linux, CentOS, and/or Ubuntu

  • Jenkins

  • JIRA

  • Remedy

  • Some familiarity with Agile and Continuous Delivery methodologies

  • Background in Linux/Unix Administration

  • Background in scripting 



Competency Profile

  • Customer Focus                 4

  • Results Focus                 4

  • Leadership                 3

  • Strategic Perspective                 2

  • Change Orientation                 3

  • Teamwork                 4

  • Innovation                 3

  • Influencing & winning commitment 2

Others:

Terms of Appointment

  • Individual Terms