Business Area: VBTS VF Bus. Technology Sol.
Posting Country: United Kingdom
Full Time / Part Time: Full Time
Contract Type: Permanent
Location: Birmingham (Full-Time On-Site)
Salary: Excellent basic salary, Shift Allowance, Bonus and Vodafone Benefits
Working Hours: 24/7 Shift
Who We Are
We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.
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.
Key Accountabilities
* To pro-actively investigate, analyse and diagnose network issues through thorough examination of the data collation and tool sets provided for network analysis.
* Joint responsible for the support of the CNI LAN environment (with some WAN infrastructure)
* Undertake or support rapid restoration of CNI network fault resolution within SLA (and prior to critical Service failure where possible)
* Take an overall pro-active responsibility for the technical support / issues arising within the CNI environment at Data Centres.
* Ensure that incidents are escalated according to the Operational Procedures Document as required.
* Ensure that all incidents are dealt with correctly and customer SLAs are managed / not breached and customer expectations are maintained / exceeded.
* Develop / follow documented and agreed business processes / procedures and keep abreast of Network Environmental changes (Change Control Process).
* Identify and highlight any deficiencies in the business processes / procedures, offering recommendations and undertaking any corrective action.
* Ensure that all alerts generated are investigated and are effectively communicated in accordance with the Operational Procedure Documentation OPD.
* Meet / exceed business, department and individual objectives and targets in line with the business, service and operational requirements.
* Investigate and analyse complex incidents / problems and engage with the 2nd / 3rd line on-site engineering resource where necessary.
* Assist with analysis of the root cause of faults and the production of subsequent detailed RCA reports.
* Capture of client-specific business requirements and creation of technical frameworks that address them using appropriate technologies.
* Build and maintain trusted relationships with key customer stakeholders.
Who You Are
* Excellent customer relations skills
* Good knowledge of spreadsheet reporting/creation
* Experience in handling and working with customer SLA’s
* Experience in working to deadlines
* Experience in working under pressure
* Must have experience in working on customer switched networks
* 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.
What We Offer
We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family.
Together We Can
Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
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