Jobs in Egypt - Voice Access SOC Specialist at Vodafone
Voice Access SOC Specialist at Vodafone
Location: Smart Village
Job Description:
- Technically Lead Performance Desk Shift engineer.
• To ensure proper correlation of Fault management to the Performance management systems
• Organize and follow up the day to day activities Through:-
o Continuous follow up on performance monitoring
o Continuous follow up on availability problems
o Continuous follow up on critical sites
o Analysis & trouble shooting of undetected Incidents
o Change the severity of assigned tickets according to the performance impact. - Study Performance Reports Identify GAPs & cover them.
- Support 1st & 2nd line teams in investigating all performance related problems
- Generate on Spot performance reports to cover any fault management discovered gap
- Follow up the new network projects with the Radio Networks.
- Manage and Control All Defined SLAs with Concerned Parties “1st & 2nd line voice teams”
- Develop training plans to enhance team’s technical Skills
- Define and enhance monitoring controls needed to monitor Radio Access Network KPIs
- Preparing regular reports regarding the Staff performance and innovate data collection and reporting methodologies.
- Managing new ways for automating performance reporting
- Responsible for the hiring process of the team members
- Evaluate team members based on their performance and a development plan is set for each member.
- Motivating team members for team work activities in the most proficient manner.
Key account abilities and decision ownership :
Maximizing Operational Efficiency:
• Ensure Efficient Network Monitoring/ Escalation and Troubleshooting * Network Monitoring and escalation 24/7
• Manage and assure the quality of the provided corrective & preventive Tasks and procedures Effectively plan and manage H/W spare parts.
• Introduce effective tools and new operations models to regularly enhance the network availability.
• Risk management / Emergency Handling, by right decisions taking
• Continuously enhance all running processes and encourage automated tools / processes.
Providing Best Customer Service
• Coordination with all stockholders to assure smooth work flow via the agreed upon SLA.
• Insure that customer’s complaints are permanently resolved in proper time.
• Initiate and manage different work streams to enhance network availability to provide the customers best services.
• Plan and implement special projects to enhance network availability / performance and delight our internal / external customers.
- Internal customer relation management
• Ensuring internal customer satisfaction
• Create, update and ensuring effective adherence to SLA with internal customers. - Projects participation
• Follow up with the Radio department the new projects.
• Prepare for Monitoring Strategy for any new technology/Project in Voice Domain.
• Full awareness of all project aspects and convey the knowledge to the staff.
• Presenting our needs & responding to others needs.
• Meet deadlines.
• The best fit for tasks, time & cost effectiveness.
Job Requirements:
Relevant Experience:
- 2 to 3 Years in All Radio access planning/optimization, Together with robust Performance management Background
Technical Knowledge/ Skills/ Training required:
- Core Knowledge is a plus
Must have technical / professional qualifications:
- Working under pressure.
• Quick, Active & high Paced
• Technical Troubleshooting Skills
• Good leadership and decision making skills.
• Risk assessment & Safety awareness
• Project management and cross functional skills.
• Innovative and creative.
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