Engineer 1st line TV Operations
The TV Operations 1st line team are responsible for monitoring and maintaning the Vodafone TV services delivered by Group TV Operations. The team initiate preventative and corrective first level troubleshooting ensuring quality and continuity of service for Vodafone TV services across multiple local markets and escalate to 2nd line personnel in incident investigations when required.
The team act as our Single Point of Contact for TV Operations and are as such the entry point for all TV related issues affecting Group TV Operations. Collaborating with key stakeholders in local markets and other Group teams to continually improve our service.
Key accountabilities and decision ownership:
• 24h/7days monitoring of the Vodafone TV Services using umbrella fault management systems and specific NMS’s;
• Undertake initial first level break/fix activities to restore service;
• 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.
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