To provide 24x7 3rd line assure activities supporting all areas of Real Time Operations and Service delivery covering
Service restoration for complex faults (Technology & Solution based).
Real-time complex technical support interface to suppliers, including multi-vendor interoperability issues.
Timely and effective consultation with other Vodafone agencies as required restoring service.
Ensure that escalation is in line with both customer and product guidelines.
Fulfillment of technical on-call activities for activities 24x7.
Excellent hands on troubleshooting MPLS VPN services like L3 VPN, pseudowires, VPLS on Cisco 12k GSR, 76XX, ASR devices, Alcatel 7750 SR, 7450
Root Cause analysis for complex major incidents & escalated faults
Where required, provide 24x7 3rd line support. E.g. On call support, Engagement during major Incidents
Supports for complex Provide & Change activities.
Where required, support new technology, service & solution acceptance from into 3rd line support.
Customer Project and Change delivery activities.
Full SC Security Clearance (not required for off-shore role)
A minimum of 5 years experience in an appropriate telecommunications field with a high level of understanding of the technologies used within Cable & Wireless.
A clear and analytical approach to problem solving.
Drive best practice in the use of common processes.
Accountability for resolution of Major Incidents.
Ability to work unsupervised for extended periods, managing multiple goals and priorities.
Ability to remain calm when working to demanding timescales and deadlines.
Excellent communication skills, written and verbal.
Proactively identify self-development needs.
In-depth knowledge of IT based services.
In-depth knowledge of TCP/IP services.
Confident communicator able to operate at all levels with Customer representatives, Suppliers and Vodafone colleagues
High ability to discuss negotiates, present and agree requirements directly with the customer technical team.