Location: Birmingham (Full-Time On-Site)
Salary: Excellent basic salary, Shift Allowance, Bonus and Vodafone Benefits
Working Hours: 24/7 Shift
Who We Are
At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.
Join our Vodafone Business Technology Solutions team, where we support businesses of all sizes with world-class technology solutions. We design and develop our Fixed Line solutions, drive efficiency through automation and AI, and implement it all directly with our customers.
What You'll Do
A key customer facing role, providing professional expertise on the day to day management of the customers strategic network and in the handover of services from Provide to Assure. As and when required to assist in project delivery on behalf of the customer with the ability to troubleshoot and resolve issues Liaise with both customer, Vodafone internal technical groups and external suppliers to deliver all Provide related activities within SLA timescales. Ability to effectively operate and integrate into a customer environment showing strong interpersonal skills and a high degree of enthusiasm. Services, utilising dedicated NMS. This role will be one of a number of 24*7 shift roles, including the pro-active communications with the customer.
Key Accountabilities
1. To pro-actively investigate, analyse and diagnose network issues through thorough examination of the data collation and tool sets provided for network analysis.
2. Joint responsible for the support of the CNI LAN environment (with some WAN infrastructure)
3. Undertake or support rapid restoration of CNI network fault resolution within SLA (and prior to critical Service failure where possible)
4. Take an overall pro-active responsibility for the technical support / issues arising within the CNI environment at Data Centres, working with associated Service Desks to ensure the correct action for an incident is taken and posted to the correct resolving agency (with necessary diagnostics / impact assessments)
5. To investigate network problems identified using pro-active (management) tools - where possible before critical Services are impacted
6. Ensure that incidents are escalated according to the Operational Procedures Document as required
7. Ensure that all incidents are dealt with correctly and customer SLAs are managed / not breached and customer expectations are maintained / exceeded
8. Develop / follow documented and agreed business processes / procedures and keep abreast of Network Environmental changes (Change Control Process).
9. Identify and highlight any deficiencies in the business processes / procedures, offering recommendations and undertaking any corrective action (approved by the TDA / Operations Team Leader)
10. Ensure that all alerts generated are investigated and are effectively communicated in accordance with the Operational Procedure Documentation OPD (with summary of impact assessment)
11. Meet / exceed business, department and individual objectives and targets in line with the business, service and operational requirements
12. Investigate and analyse complex incidents / problems and engage with the 2nd / 3rd line on-site engineering (or TDA) resource where necessary
13. Assist with analysis of the root cause of faults and the production of subsequent detailed RCA reports
14. Capture of client-specific business requirements and creation of technical frameworks that address them using appropriate technologies
15. Input of the technical / engineering relationship with the customer
16. Contribute to ad-hoc support duties / related project delivery as determined from time to time by members of the management team / PMO / TDA
17. Participate and support the shift team rota and flexible availability arrangements
18. Build and maintain trusted relationships with key customer stakeholders
19. Become expert in the customer networks and their technologies
20. Provide expert support / guidance on related SRTs during critical fault investigation / Service restoration
Who You Are
21. Excellent customer relations skills
22. Good communication skills
23. Good knowledge of spread Sheet reporting/creation
24. Experience in handling and working customer SLA’s
25. Experience in Working to deadlines
26. Experience in working under pressure
27. Good problem solving skills
28. Must have experience in working on customer Switched networks
29. Please note that Secure vetting will be required for this role. Candidates must demonstrate UK residency for a minimum of 5 years to be eligible.