2nd Line Voice Engineer and Deputy Manager
5 days ago
As a 2nd Line Voice Engineer and Deputy Manager at Vodafone, you will be responsible for the end-to-end management of customer networks, providing rapid response to customer-raised incidents and problems. You will also be involved in change management, configuration management, and performance management, including trend analysis and preventative maintenance.
Main Responsibilities
• Manage customer networks and provide rapid response to incidents and problems
• Assess and implement BAU changes and provide task implementation documents
• Perform move, add, or delete changes on the network as per standard change process
• Manage configurations and implementations
• Conduct performance management and trend analysis
• Perform preventative maintenance
Key Accountabilities
• Onboard customers to Vodafone's new voice gateway solutions
• Participate in the smooth transition to new solutions provided by Vodafone
• Manage incidents on customer's voice solutions, focusing on rapid response to customer-raised incidents and problems
• Provide regular knowledge transfer and training sessions to upskill the entire team on voice solutions
• Plan and implement high-impact and complex BAU changes requested by customers or identified as part of an incident
• Support technical assessment and implementation of service requests and new orders from customers
Requirements
• L2 level Voice Engineer with work experience in voice protocols such as SIP, ISDN, E1/T1, and AudioCodes SBC, and its managing platform OVOC
• Engineering Graduate with specialization in Electronics & Communication, Information Technology, Computer Application, or relevant streams
• Good understanding of networking, IT/telecom processes, and products
• Good understanding of ITIL
• Understanding of network/IT/telecommunication products and solutions
Desired
• Project management skills
• Customer service skills
• Good written and verbal communication skills in English
• Intra/interpersonal skills
• Critical thinking towards problem-solving
• Methodical and logical
• Self-motivated and self-driven
• Strategic relationship management with customers and Vodafone account teams
• Good team player
• Ability to work in a team spread across various locations
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