Fixed SOC BO Tech Sr. Specialist
Role Purpose:
- To professionally troubleshoot customer’s enterprise services complaints (internet, VPN, ) implemented over different media (Leased Line,PreWimax, Microwave and 3G) and either solve customer complaint remotely or allocate field maintenance resource if needed. This should be done in a timely and effective manner to achieve organizational target MTTR.
- To be responsible for troubleshooting and guide different teams to solve Gated communities’ issues.
- To handle different issues raised from different entities for international links problems.
- To troubleshoot over ADSL Network issues.
- To troubleshoot in different solutions Vodafone have ( like : cdn , peering , cashes ,…etc )
- To contribute in any network taskforce that affect customer’s solution, performance or stability.
- To ensure cases are escalated to the most appropriate department as part of the case flow process and follow up is done to minimize Customer’s MTTR.
- To ensure that the technical escalation process is in line with company escalation matrix to achieve customer satisfaction and target MTTR.
- To contributing in backbone network congestion, degradation, failure or any issue affecting network KPIs that affect vodafone network/customers.
- To contributing in backbone network failure troubleshooting to minimize overall customer’ Failure MTTR.
- To adhere to established Key Performance Indicators (KPI) to achieve corporate targets using Paython or any other programming language.
- To undertake any other reasonable task as assigned
- To perform data analysis to monitor and act on performance issues
- To develop and create tools for monitor and troubleshooting.
- To document all troubleshooting and any case management actions.
Skills Required:
Technical skills
Mandatory
- CCNA & CCNP Courses.
- Good knowledge in programming language (paython, bash ,HTML,…).
- Good knowledge in different Routers and switches.
- Can act as technical expert for major/complex issues or projects as well as provide technical advices to team members.
- At least 2 to 3 years of Network operation technical experience in ISP or equivalent.
- Good knowledge of network design concepts, topology and restructuring techniques.
- Knowledge in new networking technologies like SDWAN, uCPE, NFV,SASE,..etc (Plus)
- Very good presentation skills (Plus)
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
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.