Technical Lead

2 weeks ago

Birmingham, Birmingham, United Kingdom Vodafone Full time

Job Title: Technical Lead - Network Operations

Location: Remote

Salary: Competitive basic salary plus bonus and Vodafone benefits

Working Hours: Full time - hours per week – Mon to Fri

Job Type: Full-time

About the Role

We are seeking an experienced Technical Lead to join our Network Operations team. As a Technical Lead, you will be responsible for leading a team of engineers in a demanding, round-the-clock environment. Your leadership skills will ensure that the Network Operations Centre operates smoothly, with minimal downtime and maximum efficiency.

Key Responsibilities

  • Lead a team of engineers in a 24x7 Network Operations Centre environment
  • Manage and support a team in a demanding, round-the-clock environment
  • Coordinate resources, manage incidents, and maintain high service levels
  • Investigate, analyse, and diagnose network issues using provided data collation and network analysis tools
  • Lead, motivate, coach, and support team members, fostering a sense of accountability and responsibility
  • Manage, monitor, and report on team and individual performance on a daily, weekly, and monthly basis
  • Take proactive responsibility for technical support and issues arising within the data centre environment
  • Manage staff, rotas, and daily operations to ensure adequate resources are available to meet service standards
  • Train team members on internal systems, products, and processes
  • Ensure all customer communications are logged in the call logging database, tickets are updated with correct information, and courtesy calls are made to customers upon task completion
  • Escalate incidents according to Operational Procedures Document and handle incidents correctly to meet or exceed customer SLAs and expectations
  • Investigate and communicate effectively in accordance with Operational Procedure Documentation, including a summary of the impact assessment
  • Meet or exceed business, department, and individual objectives and targets in line with business, service, and operational requirements
  • Assist with analysis of the root cause of faults and produce detailed RCA reports
  • Build and maintain trusted relationships with key customer stakeholders, deputise for the NOC Manager when required, and attend customer meetings as needed

Requirements

  • Excellent customer relations skills, enabling you to build and maintain strong, positive relationships with clients
  • Ability to understand and address customer needs, ensuring high levels of satisfaction and loyalty
  • Exceptional written and verbal communication skills, allowing you to convey information clearly and effectively
  • Good command of communication skills, crucial for collaborating with team members, stakeholders, and clients
  • Robust knowledge of spreadsheet reporting and creation, enabling you to analyse data and generate insightful reports
  • Extensive experience working to deadlines, honing ability to manage time effectively and prioritise tasks
  • Ability to work under pressure, remaining calm and composed, even in challenging situations
  • Well-developed problem-solving skills, enabling you to identify issues, analyse potential solutions, and implement effective resolutions

About Vodafone

Vodafone is a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability, and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.

Why Join Us

We're a company that values diversity and inclusion, proud to be certified as a Great Place to Work. We're committed to driving inclusion for all, creating a workplace that is fully representative of the communities and customers we serve.

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