Analyze your CV for Customer Experience System Administrator at Vodacom 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 system 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