Application Engineer

Role purpose:

Vodafone is Oman's latest Network Operator. The presence of Vodafone in Oman will contribute to the development of all sectors, including the economic and educational sectors, and in line with Oman Vision 2040.

Our purpose is to 'Connect for a Better Future 'which underpins everything we do. Our solutions will positively impact society as we connect everyone in Oman for a better future. What we offer are market-leading customer experiences and innovative digital services.

We are looking for energetic self-starters to work in this 100% Omani owned, positive collaborative start-up environment, where key talents will create Oman's happiest workplace. We are looking for individuals with an entrepreneurial mindset who get excited by challenges and constant change and truly want to positively impact the lives of our customers and the people of Oman.

This role has the overall responsibility for 24/7 365 end to end Event, Incident, Change and Service, performance, management and continual Service Improvement for Vodafone Oman's Technology IT Applications, run as managed services. Overall responsibility for the end-to-end IT Application. The candidate requires deep understanding of IT Applications run on containerized and virtualised hybrid/private clouds ecosystems and hyper convergent infrastructure (HCI).

Key accountabilities and decision ownership:

• To ensure 24*7 smooth and efficient running of all IT Applications such as OSS, BSS, ERP, Retail & Mobile app application and IP Connectivity as per set standard Operational processes and guidelines within agreed SLAs/OLAs.
• Responsible for restoring all incidents impacting or degrading IT services of Vodafone Oman, as early as possible and maintaining maximum IT Application & Service availability in coordination with MS suppliers and partners.
• Manage unplanned interruption and disruptions to Vodafone IT application and services. Provide first and second-line technical support for production applications.
• Work closely with development teams to understand new features, identify potential support challenges, and contribute to release readiness.
• Perform root cause analysis for recurring incidents and implement permanent solutions or workarounds.
• Maintain and update support documentation, runbooks, and knowledge base articles to improve resolution times and self-service capabilities.
• Participate in on-call rotations to provide 24/7 support for critical incidents as needed.
• Collaborate with cross-functional teams (e.g., infrastructure, QA, product) to ensure seamless application functionality and incident resolution.
• Assist in the deployment of new application versions and patches.
• Responsible for the bug fixing and escalation to the line manager to minimize the service disruption

Core competencies, knowledge and experience:

• Strong data Analytics skills
• Be able to work independently and must have prior knowledge on how to manage, escalate and resolve telecom and IT technology issues in a management service context.
• Must have managed IT application on Cloud infrastructure including LAN, WAN, Firewalls, database, application extensively for a Telco Environment.
• Good understanding of Application performance manager and IT infrastructure performance monitoring and management.
• Good understanding of industry standards & best practices like ITIL, ISO 20000 and ISO27000.
• Excellent Partner and Vendor management, SLA /OLA definition, tracking and monitoring.

Key performance indicators:

• IT Application Availability, accessibility, Performance, and user experience
• All applications, firewalls, switched L2/L3 network to be on the latest s/w version.
• 100% backup of all applications, configurations, DR recovery and business continuity
• Compliance to ITIL, ETOM processes and agile ways of working.
• Maintains and updates documentation relating to services offered Provide reports, statistics and KPI dashboards as per agreed timelines and scope.

Must have technical / professional qualifications:

• Bachelor's degree in engineering or information technology from a recognized university or equivalent
• At least 1 years work experience in similar Information technology operations Managed Services environments.
• Understanding of Software Development cycle , Mobile App, and IT applications on Cloud and Virtualized network Environment is a must. AWS, GDC or MS Azure certification would be a added advantage.