NOC Engineer - Network Operations Centre

Who We Are

At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.

Join our Vodafone Business Technology Solutions team, where we support businesses of all sizes with world-class technology solutions. We design and develop our Fixed Line solutions, drive efficiency through automation and AI, and implement it all directly with our customers.

What You'll Do

A key customer facing role, providing professional expertise on the day to day management of the customers strategic network and in the handover of services from Provide to Assure. As and when required to assist in project delivery on behalf of the customer with the ability to troubleshoot and resolve issues Liaise with both customer, Vodafone internal technical groups and external suppliers to deliver all Provide related activities within SLA timescales. Ability to effectively operate and integrate into a customer environment showing strong interpersonal skills and a high degree of enthusiasm. Services, utilising dedicated NMS. This role will be one of a number of 24*7 shift roles, including the pro-active communications with the customer.

Key Accountabilities

• To pro-actively investigate, analyse and diagnose network issues through thorough examination of the data collation and tool sets provided for network analysis.
• Joint responsible for the support of the CNI LAN environment (with some WAN infrastructure)
• Undertake or support rapid restoration of CNI network fault resolution within SLA (and prior to critical Service failure where possible)
• Take an overall pro-active responsibility for the technical support / issues arising within the CNI environment at Data Centres, working with associated Service Desks to ensure the correct action for an incident is taken and posted to the correct resolving agency (with necessary diagnostics / impact assessments)
• To investigate network problems identified using pro-active (management) tools - where possible before critical Services are impacted
• Ensure that incidents are escalated according to the Operational Procedures Document as required
• Ensure that all incidents are dealt with correctly and customer SLAs are managed / not breached and customer expectations are maintained / exceeded
• Develop / follow documented and agreed business processes / procedures and keep abreast of Network Environmental changes (Change Control Process).
• Identify and highlight any deficiencies in the business processes / procedures, offering recommendations and undertaking any corrective action (approved by the TDA / Operations Team Leader)
• Ensure that all alerts generated are investigated and are effectively communicated in accordance with the Operational Procedure Documentation OPD (with summary of impact assessment)
• Meet / exceed business, department and individual objectives and targets in line with the business, service and operational requirements
• Investigate and analyse complex incidents / problems and engage with the 2nd / 3rd line on-site engineering (or TDA) resource where necessary
• Assist with analysis of the root cause of faults and the production of subsequent detailed RCA reports
• Capture of client-specific business requirements and creation of technical frameworks that address them using appropriate technologies
• Input of the technical / engineering relationship with the customer
• Contribute to ad-hoc support duties / related project delivery as determined from time to time by members of the management team / PMO / TDA
• Participate and support the shift team rota and flexible availability arrangements
• Build and maintain trusted relationships with key customer stakeholders
• Become expert in the customer networks and their technologies
• Provide expert support / guidance on related SRTs during critical fault investigation / Service restoration

Who You Are

• Excellent customer relations skills
• Good communication skills
• Good knowledge of spread Sheet reporting/creation
• Experience in handling and working customer SLA’s
• Experience in Working to deadlines
• Experience in working under pressure
• Good problem solving skills
• Must have experience in working on customer Switched networks
• Please note that Secure vetting will be required for this role. Candidates must demonstrate UK residency for a minimum of 5 years to be eligible.

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What We Offer

We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools, market leading parental leave policies and an innovative Reconnect programme for people who have taken a career break.

Together We Can

Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.

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