Job Description

What you\'ll doIncumbent on this Technical Analyst role will be an integral part of VBTS Intelligent Operations team from Business VOIS. Operating within B _VOIS This position will perform a combination of SD WAN specific support services work, as well as enhancements to current products while supporting a dedicated account from ITIL services (specifically Change & Problem Management) perspective. The core activities include customer liaison, Diagnosis, Audits, investigation into venerability\'s, planning and implementing of change and offering technical advice/ support to customers. He/She will be a proven trouble-shooter with an good understanding of the network elements with strong analytical networking skills, ideally (desired but not mandatory) with a cross skill of Network and Security products such as Cisco, Juniper, Fortinet, VMWare etc.

• In-region technical resource who drives technical service improvements post major incidents & outages by liaising with Major Incident teams, Problem management team as well as core network and service support teams.
• Support customer front ending teams such as Service Management & GAMs by translation technical problems/opportunities into business problems/solutions on any ongoing/chronic technical issues and support with a robust action plan.
• Take ownership and accountability of on-demand requirements/projects such as inventory/network/support model audits according to the scope assigned by the manager
• Drive and provide all support for technical troubleshooting, investigation etc. (3rd line and above levels) with support from experts whenever required
• Have relevant to support resolution of complex faults, & complex provide & change issues on a 24/7 basis (where required).

Key accountabilities and decision ownership

• Have the accountability to drive resolutions to complex & chronic product related problems working closely with the Service Manager, Vendors, Suppliers, Product Team, Network Standards & UK/DE/ES OpCo\'s
• Articulate problems in the best possible way to peers, subordinates & senior management.
• Create presentation packs & Visio diagrams
• Provide consulting support the customer front ending teams like Service desks, Service management & account managers / sales managers where required on chronic technical
• issues governing/driving a robust action plan either through Vodafone operation or an external carrier or third party.
• Co-ordinate with Product owner or Product architect based on the escalation types.
• Provide governance to the Change Managers and ensure that the Changes are managed efficiently, such as ensuring Inventory, Incident, Alarm & Reporting systems remain accurate and in compliance with Vodafone governance standards (MVS)
• Comfortable leading resolution of issues, guiding, influencing and directing up to E band to ensure remediation plans are scoped, agreed and co-ordinated through to resolution.
• Ensure implementations drive the best outcome for Vodafone, removing risk and possibility of SLA breach and revenue exposure - whilst also ensuring action taken is data driven, e.g. ensuring alarming & Incident Processes include tolerance to allow our teams to take action before contractual criteria is exposed.

Core competencies, knowledge, and experience:

• 5-8 years of relevant experience
• Must have hands on experience in terms of configuring & troubleshooting the SDWAN solution with at least 2 years of experience on troubleshooting SDWAN at a Level 2 or similar.
• Product knowledge and across SDN Technologies (with specialization in one of them (Meraki, Viptela, Fortinet, VMware) and support all types of services across Vodafone Enterprise products.
• Good understanding of networks and how networks contribute to overall success of business products in Telecom industry
• Innovative mindset - think beyond boundaries and contribute towards adoption of latest tools/technologies that make us more efficient
• Experience in agile ways of working

Must have technical / professional qualificationsDesired:

• Engineering background with specialization in Networking or equivalent
• ITSM or equivalent Certifications
• ITIL knowledge and understanding

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

Vodafone