Role purpose

To take technical ownership of the Vodafone service to the customer account, support management and provide inspired technical leadership to a team of highly skilled engineers working on a large strategic account that is critical to both Vodafone and UK PLC. 

Responsibilities

• Ability to act as on site technical expert/SME for Vodfone LAN/WAN/Wifi technologies and point of contact for customer.
• Be a part of a 2nd/3rd Line Technical Support & Delivery team focused on the complex technical delivery activities supporting specific areas of Customer Services.
• Complex delivery in line with customer SLAs 
• Active participation in the customers governance cycles
• Accurate resource planning and forecasting
• Complex incident management (Technology and Solution based).
• Root Cause analysis for major incidents and escalated faults. 
• Operational Monitoring & Management of Voice/Data network and associated systems.
• Provides 2nd line support to resolve user faults and carry out changes on the networks. Provide technical and fault management capabilities, 2nd/3rd line support to resolve and assist in resolving network issues.

Who are we looking for?

• Knowledge and experience of LAN/WAN and Wireless LAN concepts, equipment (Cisco), including TCP/IP, MPLS, QoS, VLAN’s, Cisco Call Manager.
• Knowledge of security best practices.
• Extensive experience in an operational environment, preferably in a ‘complex technology delivery’ role.
• Broad Technology / Solution experience:
• Comprehensive knowledge within their primary technology field. 
• Strong knowledge of multi-technology Solutions.
• A broad understanding of the other technologies these solutions are dependent on.
• Good interpersonal skills – sensitive to customer’s needs, and able to present complex information both internally and to the target customer.