Documentation Specialist – Network Engineering Support Transition

Overview:

Role Overview:

The Documentation Specialist will be responsible for capturing, creating, standardising, and maintaining technical and operational documentation to support Vodafone's M&S Programme transition to a hybrid offshore model. This role underpins the 12-week knowledge transfer plan and ongoing operational excellence, ensuring that all network engineering processes, designs, and governance artefacts are comprehensively documented, version-controlled, and audit-ready.

By delivering accurate, accessible, and compliant documentation, the role ensures zero disruption, full knowledge retention, and seamless collaboration between Vodafone stakeholders, onsite managers, and the offshore team.

Responsibilities:

Core Accountabilities

Knowledge Transfer & Transition

• Capture knowledge from current onsite contractors, SMEs, and stakeholders during the transition.
• Produce HLDs, LLDs, runbooks, troubleshooting guides, escalation workflows, and RCA documentation.
• Maintain a structured documentation repository to ensure continuity and prevent knowledge silos .

Design & Implementation Documentation

• Develop and update design artefacts for LAN, WAN, Data Centre, Security, and SD-WAN domains.
• Prepare and validate implementation plans, test plans, change checklists, and validation reports.
• Ensure peer review and quality assurance for all technical documents .

Operational & Governance Documentation

• Create and maintain operational documentation covering 24x7 shift handovers, incident response, SLA tracking, and service request fulfilment.
• Support governance by producing monthly service review packs, KPI dashboards, quarterly steering reports, and annual improvement reviews .
• Ensure adherence to ITIL, ISO 27001, GDPR, and Vodafone Zero Trust frameworks.

Continuous Improvement

• Standardise templates and enforce documentation quality across global teams.
• Update documents to reflect process enhancements, automation deployments, and optimisation initiatives.
• Contribute to Vodafone's Continuous Improvement Roadmap by embedding lessons learned into living documentation .

Core Competencies

• Communication & Collaboration – Ability to work closely with technical teams, managers, and offshore engineers, translating complex concepts into clear documentation.
• Attention to Detail – Ensures accuracy, version control, and compliance with Vodafone standards.
• Problem Solving – Identifies gaps in documentation and proactively resolves them.
• Process Discipline – Strong adherence to ITIL, ISO, and Vodafone governance frameworks.
• Adaptability – Capable of working in a hybrid delivery model across multiple time zones.

Requirements:

Functional Expertise & Skills

• Strong technical writing skills with proven experience in network engineering documentation.
• Expertise in documenting HLDs, LLDs, change processes, and ITIL-aligned operational procedures.
• Familiarity with network technologies: Cisco ACI, Nexus, Viptela SD-WAN, BGP, OSPF, MPLS .
• Security documentation experience (firewalls – Palo Alto, Fortinet, Check Point; Zero Trust frameworks).
• Cloud integration documentation (Azure VNets, AWS VPC, VPN Gateways, ExpressRoute).
• Proficiency in MS Office Suite, Visio, Confluence, SharePoint, Lucidchart.
• Experience in documenting automation and IaC (Python, Ansible, Terraform) a plus .

Expected Outcomes

• Zero Service Disruption – Documentation fully supports seamless knowledge transfer and transition .
• 95% Stakeholder Satisfaction – Positive feedback on accessibility, clarity, and usability of documentation.
• Compliance Assurance – All documentation meets Vodafone's governance, ISO, and GDPR standards.
• Operational Efficiency – Improved handovers, faster onboarding of offshore engineers, and reduced error rates.
• Sustained Knowledge Retention – Living documentation repository maintained for long-term operational resilience.

Performance Measures

• Accuracy and completeness of transition documentation.
• Timely delivery of all HLDs/LLDs, operational runbooks, and governance reports.
• SLA compliance for documentation requests.
• Quality audit results (internal and external).
• Contribution to Vodafone's Continuous Improvement objectives.