Vodafone
Newbury, United Kingdom
As a NOC Engineer provide 24x7 Service monitoring capability within the NOC team (shift rota in operation), and technical capability for 1st line fixes. You will also be responsible for ensuring that customer SLA’s are achieved for all services using Network Monitoring and end-to-end Incident Management processes. Provide end-to-end investigation of incidents identified through monitoring or from customer services desk to tier 2 standard. Provide a technical resolution or workaround to the issue or identify the specific failing network element and escalate to the correct resolving team.
Receive out of hours escalations from Customers, account managers and Service Operations stakeholders, provide the technical capability to progress these and cascade updates as required. Provide specialist capability to monitor and resolve all service issues and up skill other team members.
Please Note: This role operates on a 12 hrs, 4 days on/4 off/4 nights on/4 off shift pattern.
As a Senior NOC Engineer your main responsibilities will include:
- Undertake monitoring of network and end to end mobile services including voice, data and messaging using Netcool, OVO and other active and passive service monitoring systems;
- Troubleshoot issues identified on an end to end basis over various technologies including PDH/SDH Transmission, Voice Switching Networks (Ericsson), Intelligent Nodes (ALU), Data Networks (MPLS/IP/x.25) and billing mediation systems;
- Log, assess, categorise and prioritise new Incidents captured through monitoring and received support calls in line with agreed procedures;
- Ensuring that agreed service levels are achieved for all services using the Network and service Monitoring and Management, and end-to-end Incident Management processes;
- Trouble-shooting and providing 1st line fix where possible when failure occurs on platforms or services supported;
- Escalation of incidents to appropriate support team or 3rd party;
- Escalate Incidents within NOC Team as required;
- Cover workload of MVNO and Service support teams outside of their operational hours;
- Own escalations;
- Deliver training as required to 1st line teams;
- Own specific projects and project related tasks as directed;
- Deputise for the Team Leader as required.
As a Senior NOC Engineer your skills and qualifications will ideally include:
- Strong experience of working within a 7 by 24 Network Management or Operations Centre environment preferably within the Managed Services, (data or voice), or Telecoms Sector;
- Able to manage incidents and unplanned scenarios involving both internal and external teams and agencies;
- Ability to build and maintain strong working relationships at all levels with both internal and external;
- Knowledge of Vodafone products and services;
- Expected to have a high degree of technical expertise in networking, which spans mobile, data, voice and IT technologies;
- Highly customer focused individual with a clear passion for delivering ahead of customer expectations;
- 1st class ability to resolve complex and unusual problems using a methodical approach to meet deadlines in a timely fashion;
- The successful applicant should have a very high degree of interpersonal skills and be self-motivated, with an extremely high degree of both Customer and Service ethos.