MI & Data SOC BO Tech Specialist

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

Role Purpose

To be responsible of maintaining our MI core Network, technical support & guidance, troubleshooting wired cases & global incidents & proper escalation to the concerned teams, on time reporting for global incident, developing Ideas & tools facilitating our daily routine works & enhancing our monitoring tools capabilities.

Key Accountabilities & Decision Ownership

• Providing Technical support to FO engineers.
• On-call 24x7 for solving all the Global & Individual Incidents raised by FO engineers & proper escalation plus on-time reporting for global incident.
• Responsible of MI Performance Tools & KPIs readiness.
• Developing Technical guidance for the team and ensures that it’s being updated.
• Technical Coaching: Ensuring proper technical development of new staff skills to join shifts in a short period of time.
• Following up with any critical & major network problem 24x7.
• Reporting unsolved cases to Second Line support team, follow up with them & making a clear handover to FO engineers after the case resolution.
• Maintaining and utilizing the trouble ticketing system to reflect and document the status of all the pending/resolved network activities.
• Solve 98% of Global & Individual Incidents raised by the customer care or Event management systems.
• Efficient handling for delegation tasks.
• Preparing regular reports regarding the network performance and innovate data collection and reporting methodologies.
• Generating accurate and detailed incidents reports, follow up with Service Management teams till detecting the root cause & applying the preventive actions.
• Responsible for new fault & performance management tools acceptance.
• New projects handling (New nodes expansions).
• Following up the new network projects with Mobile Internet Development Teams.
• Customers complaints handling and feedback according to the agreed upon standards & SLAs.
• Building the best communication channels by attending meetings with our stakeholders & listens to their feedback regarding the response & resolution time of the team towards the global & individual complaints received cases.
• Responsible for the maintenance and upgrades of the network management tools & Applications.

Core Competencies, Knowledge, and Experience

• Bachelor’s degree in communication or equivalent experience.
• 1 to 2 years of experience In Mobile internet & Data communications.
• Dedication, sense of ownership, and ability to work within a team.
• Innovative & creative thinking for new solutions, technologies and data protection.
• Strong communication, presentation, negotiation and analytical skills.
• The ability to work quickly, under pressure and to deadlines cross the function groups.
• Dedicated and available to work 24X7.
• Good leadership and decision-making skills.
• Eye for detail and accuracy.
• Good knowledge in IP packages, packet core Network & security, certification is preferable “CCNA & CCNP is a plus”.

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.