السبت، 10 مارس 2012

Network 2nd Line support sr. Engineer- Vodafone





vacancies in Vodafone

Network 2nd Line support sr. Engineer
Job ID2049
Giza
Full Time - Permanent
No

 To achieve and demonstrate efficiency, performance, cost improvements in the triple play networks design and in the planning and implementation process.
 Managing the activities needed to operate and manage the files support engineers for all Triple play services to consumer based on the ITIL Service management framework.

1. Managing & Operating triple  play Network
 Final line of troubleshooting for access / core network cases
 Final line of troubleshooting for customer cases
 Ensure the day-to –day operation of the triple play network with minimal downtime and ensure high network availability.
 Prepare/modify new/existing technical/support procedures/processes, for Team work enhancement.
 Implement preventive software correction packages on relevant nodes to solve network problems.
 Secure the network elements.
 Follow-up & prepare the Triple Play network planned activities to ensure fault free operation during different activity phases.
  Provide consultancy to other lines of support in case of network failures.
 Support back office service delivery and support teams to maintain a high level of customer satisfaction.
 Support the installation of the triple play network.
  Ensure the 24*7 supports to the triple play network systems are in place and ensure smooth operation of on-call process.
  Ensure the issuance of regular weekly and monthly reports showing the status of the operation issues to upper management.
 Ensure the network operations processes within the team.
2. *Vendor Management  Negotiating the support contracts with our vendors
 Assess the need for vendors support intervention & follow-up with them regarding any relevant network issues.
 Conducting periodic meetings with the vendors
 Handling RMA requests with the vendors
 Periodic vendor evaluation
 Liaise between own staff and vendors in technical aspects.
  Periodic meetings for mutual transfer of knowledge & information
 Responsible to create vendor’s evaluation documents
  Manage vendors, and delivery schedules.
  Maintain the services & products roadmaps working closely with the vendors.
3. Service Level Management  Maintaining network availability, MTTR and KPIs within agreed levels
 Ensure Network availability KPI of 99.999% as well as agreed upon SLAs with the different customers.
4. Maintain the highest systems availability. •  Ensure triply play network availability for systems as per agreement with management and keep/track records of down time.
 Troubleshooting provisioning programs  problems regarding its interface with the network .
 Ensure regular network equipments preventive maintenance is in place to all systems.
  Establish troubleshooting procedures and ensure it is up to date and covered all data core/access network.
5. Technical Development •




1.   Assist in planning for future network growth, demands & technology evolution.
 Help planning team in developing Evaluation matrix for new Platforms, Products, Services & Solutions
  Track industry changes and propose to upper management new ideas and technologies to improve network quality.
  Ensure on time renewal of systems license & support contracts.
  Define delivery and solutions quality standards and ensure compliance
 Implement detailed technical guidelines, specifications & procedures for big customer projects.
 Transfer the Know How to Junior Engineers, to enhance the technical knowledge.
6. Customer / Stakeholder Management  •Build trust and earn respect of internal and external customers by demonstrating value and delivery excellence
  Demonstrate timely delivery of cost effective and quality services
  Ensure all customer requests are done within the agreed service level agreement, SLA
  Manage escalations related to operational issues and projects.
  Ensure customer satisfaction at all contact points.
 Provide technical support to internal & external customers, & ensure their satisfaction.
 Provide technical support to relevant NMC teams, to improve potential technical capabilities.
 Continuous liaison with internal Cross-Functional Teams, to align objectives & business continuity work flow.
7. Communication / Staff Management •  Communicate in high level cross function groups and committees as may be required to handle cross projects or issues.
8. Escalation and Reporting  Follow the escalation & reporting procedure in due time.
 Report network problems in time with clear information to management for proper decision making.
 Report relevant network activities to management for proper follow-up.
 Report performance against agreed plans & KPIs.
9. Administration  Using the escalation Matrix to speed up the problem solving
 Preparing sheets and documents (technical or useful ones) to help our troubleshooting and escalations procedures.
 Cooperation with all team members
 Sending any new knowledge and share experiences with all Team members.
 Trying to solve problems with other teams

Financial (limits/mandates etc.) Non-financial (customers/staff etc)


 Sign off payment for external resources

 Sign off PR for new orders.
 Internal VIS. Contacts: Triple play service Delivery , Triple play operations , testing team, NMC team , VIS  resource planning .

 Internal Company Contacts:
o Finance departments { Decision Support-Accounts payable and Procurement departments }
o VF-EG Technology departments
o Strategy team
 External Contacts: Vendors, Suppliers.
 Partners : TeleTech , TevoTech

Educational Background:
 BSc in Communications or computer science Engineering.

Work Experience:
 4+ years experience in Data Networks field.

Technical skills & background :
 Cisco Certified Network Associate (CCNA) is a must
 CCNP & CCNP voice (CCVP) is a must.
 CCIP  & CCSP is an asset
 Strong MPLS and VPN Applications knowledge
 Combined experience in Data Network technologies; LAN/WAN, TCP/IP, Routing Protocols, Security, Multicast & Quality of Service.
 Good knowledge of Network and IT services
 Deep understanding of deployment and integration processes especially for IP and triple play services
 IPTV Technical knowledge ( technical requirements and main operation nodes )
 End-2- end voice system knowledge is a must.
 Hands on different vendors’ Data products (mainly Ericsson and Alcatel).
 Proper understanding of  latest transmission technologies and  their operation systems  ( GPON , DWDM  etc …)

PC Knowledge:
 Programming  knowledge is preferred  ( language is not restricted )
 Scripting skills is a plus.
 High proficiency in MS Office applications.

Others :
 Project Management skill is a must.
 Fluent in spoken & written English.
Very good presentation skills.

Personal Skills :
 Well organized & able to work under pressure.
 Team spirit and cross functional capabilities.
 Excellent interpersonal communication skills, verbal & written.
 Strong analytical & decision making skills.
 Welling to learn, enthusiastic, highly/self motivated & disciplined.
 Customer care orientation & proactive attitude.
 Objective focused & result oriented.

 Dedicated & available to work flexible hours.
 Available to work 24x7 On Call.
 Ability to travel inside/outside Egypt.




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