Core Support Technician Senior 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

Perform all core support tasks and activities in terms of corrective, preventive, maintenance, software packages loading, daily changes and streams applied on voice network elements aiming to reach the least mean time to repair (MTTR), best operational performance, efficiency and stability through focusing on voice service from an end-to-end perspective and total ownership approach.

Key accountabilities & decision ownership

• Network availability and MTTR:
• Managing the implementation of preventive software corrections for core nodes.
• Ensuring 24x7 on-call support for any emergency reported by internal customers.
• Following up on major network activities to ensure fault-free operation during different project phases.
• Ensuring knowledge transfer to the first line support with technical instruction for network maintenance.
• Minimizing resolution time for any problem through enhancing technical skills of the team.
• Ensuring the correct implementation of all network changes.
• Ensuring the upgrade of the core network software and hardware.
• Reviewing the network nodes software roadmaps with the vendor.
• Performing second line support activities related to all nodes in day-to-day problem handling.
• Implementing software, configuration, and hardware day-to-day problem handling.
• Ensuring post acceptance for new core nodes.
• Vendors management:
• Developing partnership relations with vendors for all core nodes.
• Ensuring and evaluating the workflow with the vendors as per service level agreements (SLAs).
• Best network quality:
• Implementing corrective software packages to solve any problems.
• Ensuring acceptance and testing projects for new nodes.
• Ensuring proper execution of work orders.
• Following the company change management process.
• Applying technical quality standards during implementation with zero faults.
• Managing to set preventive maintenance activities’ plans and schedules.
• Reporting:
• Reporting all major problems.
• Performing necessary escalation when needed to ensure flow of work and performance.
• Taking all corrective actions for the network to address unacceptable key performance indicators (KPIs).
• Ensuring compliance with internal and external security audits.
• Ensuring workflow effectiveness to enhance internal and external customer experience.

Core competencies, knowledge, and experience

• Minimum 2 years of experience in the telecommunication industry.
• Must have technical or professional qualifications.
• Interpersonal and organizational skills.
• Influencing and decision-making abilities.
• Strong analytical skills together with an ability to communicate effectively at all levels.
• Self-motivated, able to work under stress, team spirit, and creative thinking.
• Customer focus and ability to interact with decision makers.

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.

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, please contact the recruitment team for guidance.

Together we can.