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Friday 10th February 2012

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Mobile Services Support Engineer

Role Summary
To provide technical support capability within the Mobile Services Team, enabling restoration of our customer’s mobile and fixed voice and data services as soon as possible, or the fulfilment of service requests in a timely manner, thereby minimising customer impact.

Investigation and resolution of escalated and complex customer issues across the Vodafone network in order to minimise customer impact of service impacting faults.

Responsible for ensuring that customer service levels agreements (SLA) are achieved for all in-service technology services using the end-to-end Incident Management process.

Increasing the technical capability of 1st line technicians and engineers in order to increase the first time fix rate for customer impacting faults.

Essence of Role
  • Impact on the business 
  • Prioritise and schedule incoming faults and requests 
  • Facilitate the resolution of incidents. 
  • Drive root cause analysis to identify corrective actions and permanent fixes, challenge RCAs delivered by other parties to ensure it is correct. 
  • Deliver reactive management, responding to support requests, typically via Remedy. 
  • Working within cross functional teams when necessary to drive problem resolution / fault restoration 
  • Ensure all work is carried out and documented in accordance with required standards, methods and procedures.
Customers, supplier and third parties
Raise calls and ensure expected response, with 2nd line support.
Assist support in prioritising and resolving problems and agree closure with Vodafone customers.
Participate and contribute on conference calls to ensure service standards are met or improved.
Provide clear and concise communications to peers at all times
Leadership and teamwork 
  • Develop and add topics to the Knowledge Base to enable increased fix levels at Tier 1 level 
  • Mentoring and training of less experienced team members 
  • Assist first line teams in ensuring that they are equipped to provide effective support via basic guidance, training, presentation and mentoring 
  • Ensure that first line teams are equipped to provide effective support via basic guidance, training, presentation and mentoring 
  • Carry out up skilling sessions for all Command and Control first line teams.

Knowledge and experience
Prioritise work according to impact to the business, aiming always to minimise any loss of service.
Ensure problems and poor performance trends have appropriate action taken, protecting the KPIs and improving service.
Provide input to SIP/PIR/ORM meetings to assist in improving operational performance.
Communication 
  • Provide timely response to the failure of a service. 
  • Communicate major problems to management, team members, and the user community and product owner. 
  • Create and maintain technical document suppository including troubleshooting guides for the mobile Command and Control teams enabling easy fault investigation for the first line teams.

Typical Outputs
Resolution of customer impacting network faults within agreed SLA’s.
Accurate and timely trouble ticket updates to enable reporting and fault tracking.
Procedures for support of new services.
Proactive problem resolution.
Attend relevant meetings regarding new projects, development and support of platforms, reporting progress to team members.
Liaise with development and 3rd parties towards resolution of problems.
Provide logical and accurate fault reporting and data gathering.
Produce clear and concise documentation, reports and presentations to board level standards.
Assist technicians and analysts as required.

Technical/Professional Expertise
Essential 
  • Working knowledge of troubleshooting methodologies. 
  • Experience of working in a first and line fault finding team investigating service issues 
  • Good understanding of 2G/3G Voice 
  • Basic knowledge of SS7 & Sigtran Protocols 
  • Basic knowledge of the Vodafone core switching network, including MSC’s, MGW’s, SGW’s. 
  • Good knowledge of 2G/3G Data Control and User plane flows 
  • Good understanding of Vodafone Core Data infrastructure. 
  • Good understanding of Vodafone service portfolio, including MMS, SMS, Vodafone Live, Internet Access 
  • Experience of working on Telco networks using own initiative. 
  • Operational experience of IT/Telecom support
Desired 
  • HNC or higher in related discipline.

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