Microsoft SQL 2nd line support engineer

Microsoft SQL 2nd  line support engineer
Job ID     1544
Job Category     
Technology Operations
Work Location     
Giza
Employment Type     
Full Time - Permanent
Shift Based     
Yes

Role Purpose
To operate and provide a second line support service to the VF Tube and VAS platforms on the application level to meet the expected availability and performance.

Essence of Role/Key Accountabilities
1. Technical Operation 1. Manage the platform backend servers.
2. Ensure to meet the systems availability for all the backend systems excluding planned outage.
3. Follow-up on the daily health checks and fix problems once they appear on a server.
4. Insure to solve assigned Trouble Tickets (TTS) for the supported systems within SLA.
5. Clear notification for any production problems - IR report
6. Escalate and communicate raised issues from Vodafone OpCos to the 3rd line of support.
7. Keep up to date with the new product versions and new releases.
8. Transfer the knowledge to the first line of support.
9. Transfer the knowledge to the new comers in the second line support team.
10. Ensure to use the pre production environment for testing activities before launching a new service.
11. Ensure to maintain the preproduction environment similar to the production platform.
12. Ensure to maintain the preproduction environment availability for all the backend systems excluding planned outage.
13. Manage installing and upgrading software. This includes the deployment of new shipments
2. KPI’s 1. Number of Trouble tickets closed verses Number of Trouble tickets assigned.
2. Number of Trouble tickets closed successfully verses Number of Trouble tickets closed.
3. Number of trouble tickets closed according to the SLA.
4. Ensure to meet the systems availability for all the backend systems excluding planned outage.
3. Projects Support 1. Managing  all the projects related to operation of the platform
4. Customers’ management 1. Contribute in developing the service level agreement
2. Meet with customers at management and professional level on weekly bases; track complaints, requirements and report.
5. Crisis Management & Escalations 1. Managing any crisis related to the system
2. Escalate to vendor and management when needed
3. Follow the crisis management process  
6. Communication 1. Notify & escalate status to the Share Point 2nd line support Sr. supervisor
2. Communicate with cross functional groups and committees as required to handle cross projects or issues

Role Dimension: Financial (limits/mandates), Non-Financial (customers/staff/stakeholders)
§ Willing to work according to the German calendar in terms of the week ends and the public holidays according to the shift schedule
§ Be involved in an on-call schedule to provide 24/7 support
§ Willing to travel outside Egypt if required

Person Specification: Technical Skills/Professional Expertise
Education:
 BSC in Engineering or Computer Science
Work Experience:
 Minimum 4 years IT working experience in Microsoft SQL DBA.

PC Knowledge:
 Professional Level
Technical skills:
 MCITP: Database Administrator 2008 certificate or MCITP: Database Administrator for Microsoft SQL Server 2005 is mandatory
 MCITP: Enterprise Administrator for Windows Server 2008 certificate is mandatory
 Knowledge of the following is mandatory: Windows Media Server, Streaming protocols (multicasting, Unicasting), MySQL, load balancing, and SSO solutions
 Knowledge of the following is preferred: installing and administering Tomcat Servlet Engine, mobile devices like BlackBerry; Pocket PC; and iPhone, and general knowledge of mobile communications (public APN, private APN, SMSC...)
 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
Personal skills:
 Interpersonal organization.
 Dedication, sense of ownership
 Ability to work in teams
 Excellent oral and written communication skills.
 Must be team oriented
 Must have technical support experience via the phone and via direct customer facing
 Must have systems support experience, preferably in a large production environment
 Experience in working with professionals from other cultures
 Excellent spoken and written English

Number of direct Subordinates
No Subordinates

Direct Manager (title)

No Fee

AJS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS AND AJS DOES NOT CONCERN ITSELF WITH INFORMATION ON BANK ACCOUNTS.

SOME EMPLOYERS MAY ACKNOWLEDGE RECEIPT OF YOUR APPLICATION.