Specialist Service Delivery at Vodafone Global Enterprise

Role purpose

Escalations, problem management, measurement and reporting, Monitoring and on-duty shift support services. OPCO Support, SLA Management, OLA Management, WAR ROOM Co-ordination, Relationship Management

Your responsibilities will include

• To liaise with internal and external support teams toward fault resolution in order to meet SLAs & OLAs
• Supervise and provide support to the T1 teams, Support other areas of the business and Opco’s.
• To monitor and measure quality of Incident Management, Problem Management, Change Management processes. (Continually evaluate and improve existing FM processes and systems)
• To notify and escalate major incidents as per the fault handling and escalations procedures. (ensure all escalations procedures are adhered to)
• To compile incident reports, routine and ad hoc management reports and reconcile incidents with business partners
• To co-ordinate the WAR room and resolution of network failures
• Be able to deliver AdHoc tasks or project with minimal supervision until completion (e.g. implementation dashboards required in FM, Tools improvements etc.)

The ideal candidate for this role willl have​​​​​​​

Technical / Professional Qualifications:

• Matric essential
• Degree/3 Year National Diploma (S4)/within the Electrical Engineering /Information Technology /Computer Science/ Software Engineering is essential

Core competencies, knowledge, and experience:

• Analysing, Persuading and Influencing
• Deciding and Initiating Action
• Achieving Personal Work Goals and Objectives
• Presenting and communicating information
• Leading and Supervising
• Interpersonal skills
• Problem solving skills
• Customer centric
• Knowledge
• Contract, SLA and Relationship Management
• Incident Management & Problem Management.
• Network Management processes and principles
• Report writing
• GSM knowledge and related technologies
• Experience
• At least 4 years work experience within Telecommunications or IT – essential.
• At least 3 years work experience in an environment where you co-ordinated WAR ROOMs/ Boilers to resolve major failures
• At least 3 years work experience dealing with business customers or business partners outside your organisation is essential
• At least 3 years managing SLA/OLAs and communicating with the Senior management team
• At least 3 years’ experience working in the NOC or environment dealing with Incident Management and problem Management