Specialist: NMC IT Full-Time

Role purpose:

Identify IT & IP Networks faults and escalate them to various levels with the ultimate aim of clearing them and maintaining high standards of network quality. This may involve statistical analysis and configuration knowledgeable. 1stLine Operations of IT & Network in a multi-vendor environment. Monitors and maintains Vodafone Network, dispatches field and 2nd line personnel, performs periodically reports and follow up in order to reach the agreed Network and NOC KPI’s. Preventive and corrective first level troubleshooting ensuring quality and continuity of service and the restoring time for Network elements.

Key accountabilities and decision ownership:

• 24h/7days monitoring of the Network (IT & IP), reacting and logging log on FMS database and service complaints, using umbrella fault management systems and specific NMS’s;
• Escalates complex technical problems to 2nd Line Operations in order to solve incidents as soon as possible;
• Dispatches field engineers and contractors, in case of incidents that need local support and follow up the issue until it is solved;
• Provides notifications related to network outages to the management team and trigger the Incident Manager to coordinate the activities to solve the outages;
• Participates at internal and external training sessions in order to permanently improve his/her technical skills.

Key performance indicators:

• IT/IP Service Availability (+99.9%);
• Proactive Response to Incidents (max 30 min);
• Net Promoter Score (NPS).