SharePoint Operations Support Engineer
Vodafone - Egypt
Job Description
To operate and provide a second line support service to Applications hosted in VIS hosting center to meet the expected availability and performance.
Technical Operation
Manage the platform backend servers.
Ensure to meet the systems availability for all the backend systems excluding planned outage.
Follow-up on the daily health checks and fix problems once they appear on a server.
Insure to solve assigned Trouble Tickets (TTS) for the supported systems withinSLA.
Clear notification for any production problems - IR report
Escalate and communicate raised issues from Vodafone OpCos to the 3rd line of support.
Keep up to date with the new product versions and new releases.
Transfer the knowledge to the first line of support.
Transfer the knowledge to the new comers in the second line support team.
Ensure to use the pre production environment for testing activities before launching a new service.
Ensure to maintain the preproduction environment similar to the production platform.
Ensure to maintain the preproduction environment availability for all the backend systems excluding planned outage.
Manage installing and upgrading software. This includes the deployment of new shipments
KPI’s
Number of Trouble tickets closed verses Number of Trouble tickets assigned.
Number of Trouble tickets closed successfully verses Number of Trouble tickets closed.
Number of trouble tickets closed according to theSLA.
Ensure to meet the systems availability for all the backend systems excluding planned outage.
Projects Support
Managing all the projects related to operation of the platform
Customers’ management
Contribute in developing the service level agreement
Meet with customers at management and professional level on weekly bases; track complaints, requirements and report.
Crisis Management & Escalations
Managing any crisis related to the system
Escalate to vendor and management when needed
Follow the crisis management process
Communication
Notify & escalate status to the Share Point 2nd line support Sr. supervisor
Communicate with cross functional groups and committees as required to handle cross projects or issues
Desired Skills & Experience
Education:
BSC in Engineering or Computer Science
Work Experience:
Minimum 4 years IT working experience
Education:
BSC in Engineering or Computer Science
Work Experience:
Minimum 4 years IT working experience
PC Knowledge:
Professional Level
Technical skills:
MCITP: Microsoft Office SharePoint Server 2010 certificate is mandatory
MCITP:EnterpriseAdministrator for Windows Server 2008 certificate is mandatory
MCITP: Database Administrator 2008 certificate or MCITP: Database Administrator for Microsoft SQL Server 2005 is preferred
Knowledge of SharePoint components/architecture is mandatory: Deployment, Workflow Mgmt, Usage of admin interface, content and permission mgmt, SharePoint usage knowledge from end user perspective, restore on site collection level
Experience with Microsoft SQL Server 2005 or 2008 is mandatory
Experience with Microsoft Cluster is mandatory
Web App architecture is mandatory
General applications operational skills (troubleshooting, scripting) is mandatory
CCNA certification is preferred
