MI & Data Supp. Tech Sr. 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

• 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 & 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