Specialist: Application Support at Vodafone Global Enterprise

Role purpose:
The key purpose of an application support specialist is:

• Ensuring applications are up and running (Systems availability).
• Ensuring the delivery of files/data to billing and reporting systems (Service availability).
• Implementation of releases across applications in our environment (IT/IS rollouts).
• Ensuring secure connectivity between mediation systems and clients, internal and external (firewall). (Technology Security).
• On boarding of financial systems onto the file management system and ensure complete transferring of financial data (Service management).
• Performing standby duties across mediation applications.
• Provide insight and drive automation throughout the environment.

Your responsibilities will include:

• Ensuring applications are up and running (Systems availability).
• Ensuring the delivery of files/data to billing and reporting systems (Service availability).
• Implementation of releases across applications in our environment (IT/IS rollouts).
• Ensuring secure connectivity between mediation systems and clients, internal and external (firewall). (Technology Security).
• Onboarding of financial systems onto the file management system and ensure complete transferring of financial data (Service management).
• Performing standby duties across mediation applications.

The ideal candidate for this role will have:
Must have technical/professional qualifications:

• Degree in Computer Science, Information Systems, Business Administration, or another related field
• A total of 3-5 years relevant work experience of which at least two or more years is in supporting successful delivery in Application Support
• Experience working with agile operating systems, databases such as Oracle
• Experience in the use of analytics – log file analysis and troubleshooting
• Experience managing senior stakeholders
• Professional experience and knowledge of the Telecommunications industry strongly preferred
• Experience with Automation is desirable

Core competencies, knowledge and experience:

• Strong UNIX/Linux skillset
• Strong SQL Skillet (Oracle)
• Problem Analysis and Problem Solving
• Provide root cause analysis
• Provide automation of mundane processes
• Conducting root-cause analysis and resolution activities, and associated documentation for the individual tasks, as assigned by the Vodacom Technical Lead.
• Continuous Service availability
• Service Transition management
• Provide application 2nd level service
• Secure IT platforms / regular patch management, maintain platform integrity
• Application User administration and management
• Execute IT security controls
• Monitor and Intercept services alerts
• Effective incident management
• Ensure the accuracy of call information when a call is logged
• Get additional information needed for resolution of a call when required
• Respond to all logged calls based on the assigned priority
• Update the individual calls on the service desk tool with any new or additional Information
• Communicate with end users on call status through to resolution as appropriate
• Track, monitor, document, control and manage all calls through to resolution and/or closure.
• Identify areas for Continuous Improvement and deliver one CSI initiative per month
• Perform standby duties
• Effective and accurate Daily ICE and SOX control execution
• Security and vulnerability scanning and remediation through patching