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Vodafone Shared Services India
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Primary Skills: MPLS, ROUTING

Alternate Skills: LAN, TE, ASR, JUNIPER


Role purpose:

Operating within the Vodafone Assure and Operate models, the main focus of this role is to:

           Provide the 3rd Line support required to resolve complex faults, & support complex provide & change issues, on a 24/7 basis (where required)

           Contribute to the Customer Services, & wider business, objectives to improve: fault management performance, Service reliability & Service performance

           Infrastructure delivery and implementations to meet customer and platform requirements where applicable.


·         Key accountabilities (Role Description):

·         To provide 24x7 3rd line assure activities supporting all areas of Real Time Operations and Service delivery covering

o    Service restoration for complex faults (Technology & Solution based).

o    Real-time complex technical support interface to suppliers, including multi-vendor interoperability issues.

o    Timely and effective consultation with other Vodafone agencies as required restoring service.

o    Ensure that escalation is in line with both customer and product guidelines.

·         Fulfilment of technical on-call activities for activities 24x7.

·         Excellent hands on troubleshooting MPLS VPN services like L3 VPN, pseudowires, VPLS on Cisco 12k GSR, 76XX, ASR devices, Alcatel 7750 SR, 7450

·         Root Cause analysis for complex major incidents & escalated faults

·         Where required, provide 24x7 3rd line support. E.g. On call support, Engagement during major Incidents

·         Supports for complex Provide & Change activities.

·         Where required, support new technology, service & solution acceptance from into 3rd line support.

·         Customer Project and Change delivery activities.

Accountabilities and KPIs for the requisitioned role:

·         Gathering Information

·         Creating Ideas

·         Evaluating & Analysing Information

·         Facilitating Team Work

·         Growing Talent

·         Enabling Empathy & Openness

·         Influencing Others

·         Builds Confidence

·         Inspiring Communicator

·         Making it Happen

·         Improving performance


Specifics for the role:

This role requires working in Shifts: Yes

This role requires traveling: No

Desired Profile:-


·         Full SC Security Clearance (not required for off-shore role)

·         A minimum of 3 years’ experience in an appropriate telecommunications field with a high level of understanding of the technologies used within Cable & Wireless.

·         A clear and analytical approach to problem solving.

·         Drive best practice in the use of common processes.

·         Accountability for resolution of Major Incidents.

·         Ability to work unsupervised for extended periods, managing multiple goals and priorities.

·         Ability to remain calm when working to demanding timescales and deadlines.

·         Excellent communication skills, written and verbal.

·         Proactively identify self-development needs.

·         In-depth knowledge of IT based services.

·         In-depth knowledge of TCP/IP services.

·         Confident communicator able to operate at all levels with Customer representatives, Suppliers and Vodafone colleagues

·         High ability to discuss negotiates, present and agree requirements directly with the customer technical team.


·         General business principles and practices, with an understanding of business economics, customer markets and operating environments

·         Proactively identify self-development needs.

·         Understanding of ITIL framework

·         Good presentation skills when provided with an opportunity of working with customers to redesign, apply workarounds, audit recommendation works etc.

·         Excellent understanding of Remedy, Cramer, BT tools (Woosh, Eco repair etc)

·         Assertive when required, and a decision maker

·         Analytical mind-set

·         Excellent written and verbal skills in English

·         Ability to communicate at all levels in the organization


Education/Technical/Functional qualifications and/or Professional Certifications:


§   Degree in Computer Science / Science preferred. Arts, Commerce, Diploma are also welcome if the candidate has got good analytical skills.

§   CCNP/CCIP/ALU/Juniper Certification


§   Bachelors of Engineering in Electronics & Communication

§   Knowledge of Dial platforms like Juniper

§   Knowledge of Ericsson DSLAMs

§   Transmission experience on

§   Ericsson Marconi or Cienna Core Director

§   Good knowledge and hands on experience working with telecom service providers in the similar line.

§   Experience on provide related work and assure related work is highly preferred

§   CCNP / CCIE Qual is desirable but not mandatory if engineer can demonstrated in experience and in knowledge

Behavioural/ Personality Specifications required:

§   Very good team player with good people management skills, self-motivated, should deliver under pressure and with good analytical, problem solving skills. The role will be subject to extreme work load during UK peak hours, especially during major incident outages. The required expectation is to handle this type of situation with ease with multi-tasking capabilities.


§   Good command of English is a must in terms of writing, listening and speaking. Being assertive and managing conflict is desired.


§   Any knowledge of European languages like German, French or Spanish will be extremely useful but not a must.

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