MI And Data Soc Bo Tech Specialist

Join us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

Role purpose

To be responsible for maintaining our MI core network, technical support and guidance, troubleshooting wired cases and global incidents, proper escalation to the concerned teams, on-time reporting for global incidents, developing ideas and tools facilitating our daily routine work and enhancing our monitoring tools capabilities.

Key accountabilities and decision ownership

Providing technical support to FO engineers.

On-call 24x7 for solving all the global and individual incidents raised by FO engineers, proper escalation, plus on-time reporting for global incidents.

Responsible for MI performance tools and KPIs readiness.

Developing technical guidance for the team and ensuring that it’s being updated.

Technical coaching: ensuring proper technical development of new staff skills to join shifts in a short period of time.

Following up with any critical and major network problems 24x7.

Reporting unsolved cases to second line support team, following up with them and making a clear handover to FO engineers after case resolution.

Maintaining and utilizing the trouble ticketing system to reflect and document the status of all pending and resolved network activities.

Solving 98% of global and individual incidents raised by the customer care or event management systems.

Efficient handling of delegated tasks.

Preparing regular reports regarding network performance and innovating data collection and reporting methodologies.

Generating accurate and detailed incident reports, following up with service management teams until detecting the root cause and applying preventive actions.

Responsible for new fault and performance management tools acceptance.

Handling new projects (new node expansions).

Following up new network projects with mobile internet development teams.

Handling customer complaints and feedback according to agreed standards and SLAs.

Building the best communication channels by attending meetings with stakeholders and listening to their feedback regarding the response and resolution time of the team towards global and individual complaints received.

Responsible for the maintenance and upgrades of network management tools and applications.

Ensuring network database is updated after every change in the network’s topology.

Full alignment with CM rules, reviewing and preparing CRQs night actions, reviewing CRQ implementation after execution.

Maintaining our MI toolbox efficiency and adding new ideas.

Core competencies, knowledge, and experience

Bachelor’s degree in communication or equivalent experience.

1 to 2 years of experience in mobile internet and data communications.

Dedication, sense of ownership, and ability to work within a team.

Innovative and creative thinking for new solutions, technologies, and data protection.

Strong communication, presentation, negotiation, and analytical skills.

Ability to work quickly, under pressure, and to deadlines across functional groups.

Dedicated and available to work 24x7.

Good leadership and decision-making skills.

Eye for detail and accuracy.

Good knowledge of IP packages, packet core network and security; certification is preferable (CCNA and CCNP are a plus).

Who we are

We are a leading international telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology, we empower people, connecting everyone regardless of who they are or where they live, and we protect the planet whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds, and cultures. We're committed to increasing diversity, ensuring equal representation, and making Vodafone a place everyone feels safe, valued, and included.