Mobile Internet

14 hours ago

مصر, Egypt Vodafone Full time

**Description**:
**Role purpose**:

- 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.
- Following agreed upon procedures and processes in all team activities.
- Building highest technical skills.

**Job Responsibility**:
**Key accountabilities and decision ownership**:

- 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.
- Acceptance and testing for new nodes & services implemented.

**Key performance indicators**:
- Nodes Availability target
- Incident Resolution Time (MTTR),
- Number of incidents by priority
- Trouble ticket & change requests

**Role Qualifications**:
**Core competencies, knowledge and experience**:
- 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

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