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Wednesday, July 18, 2018

Nafasi ya Kazi Customer Experience System Administrator - Vodacom, Tuma Maombi Yako Mapema

Customer Experience System Administrator
Dar Es Salaam Head Office - Tanzania, Tanzania

Role purpose:

• Manage systems capacity & performance of Customer Experience Systems.
• Manage data for Call Center, Digital care and TNPS Applications.
• Ensure systems and applications security.
• Manage the systems/applications configuration.
• Manage systems problems, Incidents and requests as per the SLA.
• Assist in acquiring and maintain technology Infrastructure for Customer Experience Applications.
• Manage systems/applications changes
• Manage Projects related to Call Center, TNPS, Digital care, interfaces and Database
• Provide assistance in managing the following whenever required: Digital care, Call Center and TNPS
• Responsible for Business Continuity Planning/Disaster Recovery Planning of all systems under his/her watch.
• Call Center applications Management, Administration, Integration, Delivery and Support.
• Accountable for security of Customer Experience Systems in line with VTL standards, policies, procedures and industry best practices
• Responsible & Accountable for the Data Customer Experience applications Monitoring, Backup & Restore, Traffic analysis and Control for optimal service standards provisions

Key accountabilities

Systems Acquisition
• Assist in acquiring and maintaining application software.
• Assist in acquiring and maintaining Technology Infrastructure.
• Setting and maintaining IT & Billing policies and procedures.
• Installation of applications on Customer Experience Applications servers.
• Manage changes to the systems or applications via change management process.

System Operations
• Administration of all CE applications users.
• Installation, Configuration, fine tuning, and optimization of CE systems software and applications.
• Automation of routine task through scripting and intelligent system design. Vet all performance reports for all applications to confirm if they operate up to standard.

System Monitoring and Evaluation
• Monitor and evaluate on regular basis the performance of all CE applications.
• Monitor and evaluate on regular basis service level agreements with third party vendors
• Monitor and evaluate on regular basis the internal SLA performance of CE Applications.

Systems Management
• Manage performance of Customer Experience Applications.
• Ensure continuous service with high availability and minimum disruption
• Ensure security of Customer Experience applications by safeguarding against unauthorized access of Customer Experience applications and systems
• Manage CE configurations
• Manage CE applications problems and incidents including performing corrective action and/or escalating to suppliers.
• Provide first line support to VTL customer care team in resolving problems experienced by VTL clients during their interaction with CE applications.
• Manage data processed by CE applications including ensuring data integrity, confidentiality, availability and security.

Knowledge Base
• IT Systems administration
• TCP/IP Network administration
• Systems Monitoring & Analysis Tools
• Operating Systems
• IT Systems Management Processes
• Database Management/Administration
• Systems Development Life Cycle (SDLC)
• Information Systems Security

Skills Base
• Net development framework
• Java development Framework
• RDBMS Databases - MS SQL Server, Mysql
• Windows 2003 Server, UNIX/Linux Operating Systems
• IDS design and management
• RHCE would be an added advantage

Minimum required
B.Sc. in Computer Science or Electronics and Communication science with not less than 2 years’ experience.
Behavior Base
• Stress Tolerant
• Practical
• Conscientious
• Emotional Control
• Integrity
• Logistical
• Decisive
• Good Judgment
• Proactive