Solutions Support Tech Specialist

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.

Role Purpose

• Operate and maintain the Services Management charging and nodes on daily working hours & On call basis.
• Full responsibility of owned service E2E
• Handle service availability and success ratio
• Share knowledge to SOC, Solutions and support team members
• Solve individual or global internal/external customers complains.
• Report and escalate the network problems according to the agreements & rules.
• Implement required network changes with minimal impact on the customers.
• Full awareness and compliance with ITIL framework and best practices

Key Accountabilities & Decision Ownership

1. Operate & Maintain charging and VAS Systems

• Perform housekeeping and system monitoring to prevent problem before its occurrence /review the security rules and users audit and review file system permissions .
• Act upon escalated alarms /complains from the services operations front line Team.
• Solve individual or Global Customers Complains through remedy system (Seibel) or mails.
• Verify and test systems backups
• Develop inventory databases for asset base with frequent updates

2. CHARGING AND VAS - Network Updates

• Implement required network configuration and operational changes including Upgrades & expansions.
• Apply different configuration changes with minimal impact
• Launch commercial projects/ prepaid customers promo’s and apply the required testing according to the agreed KPI’s
• Documentation for network architecture

3. Escalation & Reporting

• Escalate and follow up problems with 2nd line, evaluate & implement their recommendations.
• Regular management update as per agreed on KPIs
• Performing a regular meeting with 2nd line to review support cases

4. Documents & Procedures

• Logging all daily tasks activities.
• Keeping all systems related documents are updated.
• Knowledge transfer for the whole team for any new systems/services as per attended courses or agreed meetings.
• Full datasheet documentation for owned service with frequent updates

Core Competencies, Knowledge, and Experience

• Education: University degree, major in Engineering.
• Work Experience: 1-3 years of experience
• PC Knowledge: High proficiency in MS office application
• Technical skills: Good theoretical knowledge about messaging and voice services and charging nodes /services .
• Deep knowledge of security /network
• Strong knowledge of systems upgrades
• Preferred to have experience on ethical hacking
• Required good Knowledge with different operating systems (Unix, Linux VMS,…), Database maintenance and housekeeping, Programming languages, knowledge of GSM/GPRS network structure. Preferred good knowledge with SS7 & TCP/IP.
• Advanced skills in application servers including tomcat and Oracle WebLogic
• Robust knowledge in cluster solutions including VERITAS cluster and Sun Cluster
• Advanced trouble shooting skills E2E including OS, DB & Infrastructure
• Virtualization hands-on experience
• Personal skills: Open minded, ready to work under pressure, active, dynamic, hard worker, able to learn in a short time, helpful among teamwork.
• Special requirements: Strong ability to perform
• Ability to work under stress & extra hours (day or night).
• Self-reliant, flexible and ability to work in deferent places.
• High people management skills
• High vendor management / negotiation skills
• Smart KPI commit / achieve
• Creating value for messaging team and Vodafone