MI &Data Support Tech Sr. Specialist Vodafone

• 2nd Line Technical support for Data services, Mobile internet, and supporting relevant teams.
• Troubleshooting & problem analysis/solving for Data services and handling nodes, providing RCA and preventive actions.
• Handling emergencies related to Data services, to minimize customer experience within the agreed upon time frame.
• Implementing all configuration changes on all relevant nodes, following SM guidelines.
• Acceptance and testing for new nodes & services implemented.
• Implementing S/W corrections/patches and upgrades for all relevant nodes & services.
• Interfacing and communicating with vendors, to track and follow up for the escalated problems.
• Ensuring Highest Quality of service delivered to customers.
• Applying relevant appropriate preventive actions to keep target network availability.
• Following agreed upon procedures and processes in all team activities.
• Building highest technical skills

• Service availability maintained as target.
• Handling emergencies related to Mobile Internet & Data services.
• Follow up major network activities to ensure fault free operation during different project phase
• Adherence to Preventive / Proactive maintenance activities plans.
• Adherence to work procedures & security requirements.
• Proper reporting for all activities and incidents.
• Ownership and handling for all Data services that we offer to our customers to ensure the best customer experience
• Predictive maintenance & Digitization: Building the data models to enable the predictive maintenance tools as well as using the robotics to reduce time to market
• Mobile data Network Operations quality assurance and Improvement (KPI reporting and implementation of improvement plan)
• Nodes Support: Providing 24/7 Support, problem handling & resolution, and knowledge transfer to first line teams
• Preventive maintenance: Ensure proper proactive measures are in place for all issues affecting Data Services, with periodic testing
• Vendor Management: Getting the best value out of our partners, challenging support contracts negotiations, managing all support cases, emergency handling and nodes roadmap
• Nodes availability: challenging MTTR for incidents, and providing/maintaining nodes availability measurement capability
• Implementing all configuration changes on all relevant nodes, following SM guidelines.

• Troubleshooting capabilities, competence level in troubleshooting problems, and resolution.
• Customer focus and ability to interact with decision maker
• Self-dependent and motivate.
• Analytical thinking and problem solving skills
• Excellent communication skills

Must have technical / professional qualifications:

• Degree in telecommunications Engineering
• 3+ years of experience in similar role
• Very strong technical background in Packet Core , IP Background & Security