Mediation Support Engineer

5 days ago

مصر, Egypt Vodafone Full time

**Role Purpose**:

- To operate and maintain the Mediation Nodes based on daily working hours & on-call basis.
- To solve individual or global internal/external customers complaints.
- To report and escalate the network problems according to the agreements & rules.
- To implement required network changes with mínimal impact on the customers.
- Ensure Multi-mediation & Revenue Assurance KPIs are met via daily monitoring on the performance reports.
- Responsible for aligning the Finance revenue assurance team with the different activities that may impact the Company Revenues
- Ensure meeting the agreed KPI’s with the finance Revenue assurance to maintain the company revenue reporting.

**Key Accountabilities & Decision Ownership**:
**1. Business Management**
- Ensure full alignment of the OLA & SLA with the internal or external parties.
- Proactive about business improvement, looking for better ways of doing things.

**2. Operations**
- Ensure proper monitoring to Multi-mediation & RA KPIs on a daily basis
- Setting the daily Housekeeping/Preventive maintenance to all Multi-mediation nodes.
- Review the daily backup reports and take preventive actions for failed backup to all Multi-mediation nodes.
- Initiate Multi-mediation & RA technical problems report daily/weekly and ensure best services quality and availability for VFE customers.
- Agree with the Multi-mediation & RA expert on actions needed to enhance/maintain KPIs.

**3. Communication**
- Issue detailed weekly/monthly performance and technical reports to & Multi-mediation & RA Supervisor and align with the different development teams to provide solutions for enhancements.

**4. Customer Satisfaction**
- Monitor customer complaints and propose solutions or workarounds to isolate the customers’ experience.
- Ensure minimum cases violation for platinum and premium subscribers.

**5. Enhancements**
- Ensuring that work is done according to VFE & Industry standards.
- Ensure running the business in conformance with company security policies.

**Core Competencies, Knowledge and Experience**:

- Ability to work under stress.
- Ability to work extra hours (day or night) and on on-call basis
- Self-reliant, flexible and ability to work in different places.
- Excellent communication skills

**Must have technical / professional qualifications**:

- Required hands-on experience with different operating systems (Unix, Linux ) as system administrator
- Knowledge in Database maintenance and housekeeping (Oracle, MySQL,)
- Programming languages (Java, Perl, PHP,)
- Knowledge of GSM/GPRS network structure.
- Preferable good knowledge with Bash Scripting.
- Preferable good knowledge with SS7 & TCP/IP.
- Very good command of Microsoft office.
- Preferable knowledge with Mediation (EMM) systems.

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