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Network Esccalation/incident Manager

Posting Country:  India
Date Posted: 
Full Time / Part Time:  Full Time
Contract Type:  Permanent

Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do. We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.

We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together.

Join our journey as we connect for a better future. Ready?

Long Description
  • Being part of L2 support engineers supporting network operation on 24 x basis, own the incidents escalated by either customers or L1 support teams and provide required resolution within agreed timelines.
  • In case of issues are outside the scope of team, escalate, involve third level/vendor teams for resolution of the incidents.
  • Own activities around reducing number of repeated incidents while working with respective teams.
  • Identify opportunities for automation of operation activities and work with related to implement solution and achieve required benefits.
  • Review current knowledge base, run book/operation procedures and fill the gaps, add/modify the contents to keep the knowledge base updated.
  • While owing the resolution of the incidents, inform/communicate updates about the progress to stakeholders, carry out timely escalation as per the process, participate in major incident handling calls
  • 5+ years of work experience in Large Data Centres resolving network issues.
  • Troubleshooting and incident resolution experience for telco grade Routers, Switches, Load balancers and firewalls
  • Working experience of 2 years on virtual environment using VMware
  • Understanding of cloud concepts and working experience in public/private cloud for any support will be highly desired.
  • NSX/CCNP/JNCIA/JNCIS/AWS or relevant certifications.
  • Basic understanding of Agile and devops , way of working- desired.
The Network Operations Manager provides expert knowledge to deliver the monitoring, operating and managing efficient and effective networks activities fulfilling the Vodafone Strategy. The Network Operations Manager focusses upon the supervision of a team, who monitor network nodes, execute event/incident management, configuration, escalation, release and deployment and 3rd party management activities, ensuring a high quality, reliable network service is available to our customers. Typically reports to the Senior Network Operations Manager.
Job Responsibilities
* Assists, advises and executes network operations including project initiations, system requirements, incident management and cost base management;
* Drives and maintains the delivery of the roadmap to ensure the availability, performance and scalability of the network systems and to support the achievement of the Network Operations strategy;
* Has full people supervisory responsibility for a team of Network Operations professionals and contributes to the team delivering operational excellence, solving problems through development of methods, procedures and defined policies;
* Delivers preventive maintenance and acceptance tests;
* Ensures other activities are conducted according to the highest level of operations standards in line with KPIs, (eg making sure planned outages don't exceed the given time limit);
* Contributes to ensuring end to end Customer Service assurance with focus on high availability, minimum restoration times and customer management;
* Supports the process of ensuring customer SLA delivery, service availability, quality and continuity assurance;
* Assists with the consolidation of the Service Assurance function for IT and Networks, (incidents, problem and change management) for both fixed andmobile;
* Supports resolving complex or novel network challenges and ensures team update Customer Care / Account / Service Managers in line with process;
* Builds strong relations, provides clear vendor and partner management, controls the scope of maintenance contracts and managed service contracts related to network and operations as well as the associated budget for such contracts and services;
* Uses best practice knowledge to plan, schedule, implement and test new services, new features and network expansions;
* Understands the needs and ensures actions and escalations are routed/highlighted as necessary, (both internally and/or externally), to achieve service restoration in case of faults;
Network Access Technology
Monitor and Diagnose
Mobile and Network Security
Dev Ops
Service and Delivery Management
Automation and Robotics

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.