Department: Technical Department Band: I / Level: 6 Reports to: CSOC /NOC Team Lead
A CSOC Operator will monitor network infrastructure and services and respond to incidents, faults and difficulties; managing them through to resolution. The role will mainly involve email and telephone support to customers, partners, suppliers and staff.
Serve as the primary point of contact for all customer troubles and inquiries
Monitoring the network and network devices, Initiating troubleshooting and corrective actions upon receipt of network events, logs, and customer reports
Logging and reporting of incidents
Supply status updates on Customer Services
Problem dispatching and follow-up, Properly escalating and communicating tickets to engineering and operations groups as required in SLA agreements
Performing and documenting end-user device testing
Monitor NOC equipment and core network/service for outages and performance issues
Perform alarm verifications on all core network/service elements, diagnosing, troubleshooting and correcting network faults as reported by NMS events, logs and/or customer reports
Provide feedback to team and Management to improve Best Practices and procedures
Perform other duties as assigned to support the continued success of self, team, department and Company
Objectives/ KPI’s Operational Functions:
Reduce delays in management of customers’ issues.
Provide frequent Reports on customers’ bandwidth utilization.
Provide frequent Reports on solutions and services available to customers.
Contribute to the reduction of SLA penalties for the business.
Key Skills/ Vodacom Behaviour & Vodacom Way:
Customer Obsessed - We are passionate about exceeding expectations
Innovation Hungry - We create and deliver new products, services and ways of working that delight our customers
Ambitious & Competitive - We bring energy and passion to our work and always aim to beat the competition.
One Company, Local Roots - We work across Vodafone to achieve the best outcome for customers, employees and shareholders.
Speed - We drive speed to market. We relentlessly prioritise and pursue the outcomes that matter to our business.
Simplicity - We make things simple for our customers, partners and colleagues.
Trust - We are reliable and transparent to deal with. We deliver for others and trust others to do likewise.
Role Specification (Technical / Professional Expertise) Essential:
Cisco Certified or Experience in Cisco environment.
Bachelor’s degree or equivalent diploma in Electrical /Electronic/IT/Telecom Engineering.
Good understanding of RF technology.
Good understanding of IP network technology.
Knowledge of Windows, Linux and Office is required.
Flexible to working in shifts.
Fluent in English and French.
Excellent analytical problem solving and decision-making abilities.
Self-starter, positive attitude, does not shy away from taking responsibility.
Team player with excellent communications skills: Speaking – Listening – Reading - Writing & Non-verbal communication.