MVNO Engineer

Job Description

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.

What you’ll do

The MVNO Team provide reactive support to all our MVNO customers, with future capabilities allowing for proactive monitoring. In the event of a reactive complaint, a fault is logged within the UK and Global remedy ticketing systems by the MVNO team, who will retain the ownership management of the fault, to ensure progression and provide consistent, timely customer communication updates, through to conclusion. This includes Mobile services such as Voice, Data, Messaging, Digitalk Billing, Roaming, IVR, and many more.

The MVNO Engineer role is to validate and ensure all the required details are obtained to capture the customer reported issue and to identify the failing element, to minimise customer impact due to service impacting faults. Work closely with senior engineer to understand if a reactive customer fault is a complex issue, required to be handed over, and managed by the next level of support for progression.

Responsible for ensuring customers service level agreements (SLA) are achieved, for all in-Service technology services using end-to-end incident management process.

The MVNO team support our customer base 24/7 and this role is shift work 2 days ( 7am-7pm) and 2 nights (7pm-7am) and 4 days off rota.

• Troubleshoot faults raised by the MVNO estate.
• Monitor Remedy queue and ensure all customer faults are being progressed.
• Capture and correlate multiple RAN/CORE/ COMPLEX reported issues and drive root cause.
• Provide timely response to the failure of a service.
• Adhering to the Remedy and Matrix priority document work done in accordance with agreed procedures.
• Communicate effectively with Team, customers, and stakeholders.
• Build strong working relationships with all areas within Network Operations and Networks to improve efficiency.
• Manage adhoc solutions when put in place.
• Support in covering holiday shifts where required- which may include Nights or Weekends.
• Reviewing and Maintaining Support Documentation.
• Engagement on projects impacting our MVNO customers.
• Manage communications of planned and unplanned changes on the network to stakeholders.

Who you are

• Eligibility to obtain SC (Security Check) Clearance (requires 5 years of continuous UK residency)
• Understanding of Networking, spanning Voice and Data Mobile networks including RAN
• Ability to build and maintain strong working relationships.
• Be self-driven, leading your own development.
• Able to work in a fast-paced environment.
• Excellent written and vocal communication skills.
• SC Clearance or eligible to apply for it
• Ability to work independently and take responsibility.
• Experience of using fault & performance management, ticketing and reporting tools such as Touchpoint, mycom, Netcool, Remedy
• Experience and record of accomplishment of working in a customer operations environment.

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people 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 still apply as you may be the right candidate for this role or another opportunity.

What's in it for you

Yearly bonus: 5%
Annual leave: 28 days + bank holidays + the opportunity to buy/sell/carry over 5 days/year
Charity days: 5 days/year
Maternity leave: 52 weeks: the first 13 weeks are fully paid, followed by 26 weeks of half pay
Private pension: You can contribute up to 5% of your basic pay with 2:1 matching from Vodafone up to 10%.
Access to: private medical, private dental, free health assessments, share save scheme
Additional discounts: Vodafone retail, gym, cinema, cycle to work, season ticket loan

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.