Job Description
Role purpose:
2nd Line Technical support for Data services, Mobile internet, and supporting relevant teams.
Troubleshooting & problem analysis/solving for Data services and handling nodes, providing RCA and preventive actions.
Handling emergencies related to Data services, to minimize customer experience within the agreed upon time frame.
Implementing all configuration changes on all relevant nodes, following SM guidelines.
Acceptance and testing for new nodes & services implemented.
Implementing S/W corrections/patches and upgrades for all relevant nodes & services.
Interfacing and communicating with vendors, to track and follow up for the escalated problems.
Ensuring Highest Quality of service delivered to customers.
Applying relevant appropriate preventive actions to keep target network availability.
Following agreed upon procedures and processes in all team activities.
Building highest technical skills.
Key accountabilities and decision ownership:
• Service availability maintained as target.
• Handling emergencies related to Mobile Internet & Data services.
• Follow up major network activities to ensure fault free operation during different project phase.
• Adherence to Preventive / Proactive maintenance activities plans.
• Adherence to work procedures & security requirements.
• Proper reporting for all activities and incidents.
• Ownership and handling for all Data services that we offer to our customers to ensure the best customer experience
• Predictive maintenance & Digitization: Building the data models to enable the predictive maintenance tools as well as using the robotics to reduce time to market
• Mobile data Network Operations quality assurance and Improvement (KPI reporting and implementation of improvement plan)
• Nodes Support: Providing 24/7 Support, problem handling & resolution, and knowledge transfer to first line teams
• Preventive maintenance: Ensure proper proactive measures are in place for all issues affecting Data Services, with periodic testing
• Vendor Management: Getting the best value out of our partners, challenging support contracts negotiations, managing all support cases, emergency handling and nodes roadmap
• Nodes availability: challenging MTTR for incidents, and providing/maintaining nodes availability measurement capability
• Implementing all configuration changes on all relevant nodes, following SM guidelines.
• Acceptance and testing for new nodes & services implemented.
Core competencies, knowledge and experience:
• Troubleshooting capabilities, competence level in troubleshooting problems, and resolution.
• Customer focus and ability to interact with decision maker
• Self-dependent and motivate
• Analytical thinking and problem solving skills
• Excellent communication skills
•Must have technical / professional qualifications:
• Degree in telecommunications Engineering
• 3+ years of experience in similar role
• Very strong technical background in Packet Core , IP Background & Security
Not a perfect fit? Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.What's in it for you We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. There are lots of ways we support this, including hybrid working and generous parental leave. You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.Who we are You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.
As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.
Together we can.
