Network 2nd Line support sr. Engineer- Vodafone

vacancies in Vodafone

Network 2nd Line support sr. Engineer

Job ID	2049
Job Category
Work Location	Giza
Employment Type	Full Time - Permanent
Shift Based	No
Recruiting End Date

Role Purpose  To achieve and demonstrate efficiency, performance, cost improvements in the triple play networks design and in the planning and implementation process.  Managing the activities needed to operate and manage the files support engineers for all Triple play services to consumer based on the ITIL Service management framework. Essence of Role/Key Accountabilities 1. Managing & Operating triple  play Network  Final line of troubleshooting for access / core network cases  Final line of troubleshooting for customer cases  Ensure the day-to –day operation of the triple play network with minimal downtime and ensure high network availability.  Prepare/modify new/existing technical/support procedures/processes, for Team work enhancement.  Implement preventive software correction packages on relevant nodes to solve network problems.  Secure the network elements.  Follow-up & prepare the Triple Play network planned activities to ensure fault free operation during different activity phases.   Provide consultancy to other lines of support in case of network failures.  Support back office service delivery and support teams to maintain a high level of customer satisfaction.  Support the installation of the triple play network.   Ensure the 24*7 supports to the triple play network systems are in place and ensure smooth operation of on-call process.   Ensure the issuance of regular weekly and monthly reports showing the status of the operation issues to upper management.  Ensure the network operations processes within the team. 2. *Vendor Management  Negotiating the support contracts with our vendors  Assess the need for vendors support intervention & follow-up with them regarding any relevant network issues.  Conducting periodic meetings with the vendors  Handling RMA requests with the vendors  Periodic vendor evaluation  Liaise between own staff and vendors in technical aspects.   Periodic meetings for mutual transfer of knowledge & information  Responsible to create vendor’s evaluation documents   Manage vendors, and delivery schedules.   Maintain the services & products roadmaps working closely with the vendors. 3. Service Level Management  Maintaining network availability, MTTR and KPIs within agreed levels  Ensure Network availability KPI of 99.999% as well as agreed upon SLAs with the different customers. 4. Maintain the highest systems availability. •  Ensure triply play network availability for systems as per agreement with management and keep/track records of down time.  Troubleshooting provisioning programs  problems regarding its interface with the network .  Ensure regular network equipments preventive maintenance is in place to all systems.   Establish troubleshooting procedures and ensure it is up to date and covered all data core/access network. 5. Technical Development • 1.   Assist in planning for future network growth, demands & technology evolution.  Help planning team in developing Evaluation matrix for new Platforms, Products, Services & Solutions   Track industry changes and propose to upper management new ideas and technologies to improve network quality.   Ensure on time renewal of systems license & support contracts.   Define delivery and solutions quality standards and ensure compliance  Implement detailed technical guidelines, specifications & procedures for big customer projects.  Transfer the Know How to Junior Engineers, to enhance the technical knowledge. 6. Customer / Stakeholder Management  •Build trust and earn respect of internal and external customers by demonstrating value and delivery excellence   Demonstrate timely delivery of cost effective and quality services   Ensure all customer requests are done within the agreed service level agreement, SLA   Manage escalations related to operational issues and projects.   Ensure customer satisfaction at all contact points.  Provide technical support to internal & external customers, & ensure their satisfaction.  Provide technical support to relevant NMC teams, to improve potential technical capabilities.  Continuous liaison with internal Cross-Functional Teams, to align objectives & business continuity work flow. 7. Communication / Staff Management •  Communicate in high level cross function groups and committees as may be required to handle cross projects or issues. 8. Escalation and Reporting  Follow the escalation & reporting procedure in due time.  Report network problems in time with clear information to management for proper decision making.  Report relevant network activities to management for proper follow-up.  Report performance against agreed plans & KPIs. 9. Administration  Using the escalation Matrix to speed up the problem solving  Preparing sheets and documents (technical or useful ones) to help our troubleshooting and escalations procedures.  Cooperation with all team members  Sending any new knowledge and share experiences with all Team members.  Trying to solve problems with other teams Role Dimension: Financial (limits/mandates), Non-Financial (customers/staff/stakeholders) Financial (limits/mandates etc.) Non-financial (customers/staff etc)  Sign off payment for external resources  Sign off PR for new orders.  Internal VIS. Contacts: Triple play service Delivery , Triple play operations , testing team, NMC team , VIS  resource planning .  Internal Company Contacts: o Finance departments { Decision Support-Accounts payable and Procurement departments } o VF-EG Technology departments o Strategy team  External Contacts: Vendors, Suppliers.  Partners : TeleTech , TevoTech Person Specification: Technical Skills/Professional Expertise Educational Background:  BSc in Communications or computer science Engineering. Work Experience:  4+ years experience in Data Networks field. Technical skills & background :  Cisco Certified Network Associate (CCNA) is a must  CCNP & CCNP voice (CCVP) is a must.  CCIP  & CCSP is an asset  Strong MPLS and VPN Applications knowledge  Combined experience in Data Network technologies; LAN/WAN, TCP/IP, Routing Protocols, Security, Multicast & Quality of Service.  Good knowledge of Network and IT services  Deep understanding of deployment and integration processes especially for IP and triple play services  IPTV Technical knowledge ( technical requirements and main operation nodes )  End-2- end voice system knowledge is a must.  Hands on different vendors’ Data products (mainly Ericsson and Alcatel).  Proper understanding of  latest transmission technologies and  their operation systems  ( GPON , DWDM  etc …) PC Knowledge:  Programming  knowledge is preferred  ( language is not restricted )  Scripting skills is a plus.  High proficiency in MS Office applications. Others :  Project Management skill is a must.  Fluent in spoken & written English. Very good presentation skills. Personal Skills :  Well organized & able to work under pressure.  Team spirit and cross functional capabilities.  Excellent interpersonal communication skills, verbal & written.  Strong analytical & decision making skills.  Welling to learn, enthusiastic, highly/self motivated & disciplined.  Customer care orientation & proactive attitude.  Objective focused & result oriented.  Dedicated & available to work flexible hours.  Available to work 24x7 On Call.  Ability to travel inside/outside Egypt. Apply Now