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Vodafone Ireland

Service Management Centre Engineer x 2

Vodafone Ireland

  • Dublin City Centre / Dublin South
  • Not disclosed
  • Permanent full-time
  • Updated 01/02/2013
this job is expired
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Description

ROLE TITLE: Service Management Centre Engineer REPORTS TO: Service Management Centre Team Leader FUNCTION: Network Operations DEPARTMENT: Technology LOCATION: MountainView ...

 

ROLE TITLE: Service Management Centre Engineer
REPORTS TO: Service Management Centre Team Leader
FUNCTION: Network Operations
DEPARTMENT: Technology
LOCATION: MountainView

Role Purpose
To play a leading role on the Service Management Centre team by (i) effectively managing, driving and resolving our customer incidents end to end; (ii) the proactive monitoring of our key mobile & fixed services.

Essence of Role – Key Accountabilities
1. Proactively manage all Vodafone delivered services and customer experiences end to end (Voice and Data Services for Fixed and Mobile)
2. Manage SMC Customer incidents (Inc Escalation) within SLA targets.
3. Manage the detection, escalation & resolution of Mobile service events across GSM, UMTS, SMS/MMS messaging and MAP roaming technologies.
4. Manage the detection, escalation & resolution of Fixed service events across ISP transit layer and Layer 2 networks.
5. Manage 3rd party relationships with Fixed & Mobile vendors, such as Eircom, & BT Ireland.
6. Responsible for driving and resolving customer incidents within tight SLA agreements from our stakeholders in Enterprise, Consumer and Customer Experience
7. Proactively identify service quality issues on Fixed and Mobile using relevant tools available within Technology, identifying KPI breaches, running network traces, analysing results and taking appropriate actions.
8. Develop and implement “Best in Class” Service Management processes.
9. Adopt a customer champion role for our Enterprise customer base, possible on site customer visits required.
10. Act as Network Operations representative on Service Forums in operation within the organisation.
11. Implement new and innovative initiatives within SMC, Operational groups and Customer Support related processes.
12. Responsible for communicating back to Access and Core on ticketing/incident trends.
13. Undertake ad-hoc data analysis and reporting for our Enterprise Customer Base.
14. Liaising with our internal stakeholders on constant improvement programs.
15. Ownership over the customer’s journey throughout Network Operations.
16. Provide training/support to other care channel teams as appropriate.
17. Provide internal communications to our stakeholders on major incidents and interventions
18. Be available to do shift work if required
19. Be prepared to work an on call rota at the discretion of the SMC Manager

Person Specification
Technical / Professional Expertise
Essential 


  • Good communication skills 

  • Background in Mobile or Fixed networks, both voice & data. 

  • At least 5 years experience with a telecommunications background. 

  • Ability to work on own initiative in a challenging & ever evolving environment 

  • Track record of delivering against strict and changing KPI’s & SLA’s

Desired 


  • Good knowledge of our Enterprise services, VOL, E-Link, 

  • Familiar with IP transport protocols TCP, UDP and SCTP, as well as IP application protocols HTTP, SNMP, SMTP, Telnet, FTP, TFTP and RTP 

  • Introductory knowledge of SS7 and the SIGTRAN network 

  • Excellent knowledge of network signalling and message flows over network interfaces such as Gb, IuCS, IuPS. 

  • Experience with Network troubleshooting tools such as Masterclaw, 

  • Analytical tool experience i.e Business Objects 

  • Familiarity of IOS and Android devices, BlackBerry IOs (BIS and BES)


Apply Here

Ref: MOU0000F2
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Vodafone Ireland

Vodafone Ireland

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