Job Description
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.
Job ID: 109469