Africa Service Operations Centre Specialist

3 weeks ago

Midrand, South Africa Vodafone Full time

**.**:
**When it comes to putting people first, we're number 1.**

The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2024.

**Role Purpose/Business Unit**:
Do you have a vision for how technology can empower businesses and individuals alike? If so, we have an exciting opportunity for you
In this role you will be part of a team that will shape the future of Vodacom’s technology landscape.
Monitoring of the Core network, troubleshooting and co-ordinating resolution of fault with the support areas. Provide guidance and support to the Core L1 team, perform root cause analysis and respond to client queries. Identify and implement automation use cases.

**Your responsibilities will include**:

- **Network Monitoring and Troubleshooting**:In this role, you will be responsible for monitoring and managing our telecommunications network round the clock. Your ability to navigate and utilize network tools will be crucial in detecting, diagnosing, and resolving network anomalies to minimize downtime and maintain optimal network performance.
- ** Incident Response**: Act swiftly in response to critical incidents, coordinating with cross-functional teams to diagnose and mitigate issues while adhering to stringent SLAs.
- ** Documentation**: Maintain accurate and up-to-date documentation of network configurations, procedures, and troubleshooting steps to facilitate knowledge sharing and team collaboration.
- ** Collaboration**: Work closely with other technical teams, such as engineering and customer support, to ensure efficient end-to-end service delivery and address complex technical challenges.
- ** Continuous Improvement**: Identify opportunities for process enhancement, automation, and innovation to streamline operations and enhance the overall quality of service. Knowledge on RPA, python, AIOPS, Watson will be of great advantage
- Troubleshooting and Issue Resolution: Familiarity with GSM protocols will aid in isolating the root causes of these issues and implementing effective solutions within the shortest possible timeframe, ensuring mínimal impact on service quality.
- ** Emergency Response**: Our network operates around the clock, and emergencies can arise at any time. As part of our on-call rotation, you will be prepared to respond to critical incidents swiftly and effectively, utilizing your expertise in GSM networks to mitigate risks, restore services, and communicate progress to stakeholders.

**Must have technical/professional qualifications**:

- Bachelor's degree or National Diploma in Telecommunications, Electrical Engineering, Computer Science, or a related field. Matrix a must.
- Proven experience of at least 3 to 5 years in telecommunications operations.
- Knowledge of telecommunications technologies, protocols, and equipment.
- Strong problem-solving skills and the ability to make critical decisions under pressure.
- Excellent communication skills to effectively interact with internal teams and external stakeholders.

**Job Knowledge**:

- Knowledge of core network topology.
- Knowledge on fault handling, tracing and protocols.
- Understanding and knowledge on all type of core equipment. These include HPE cloud, Nokia, Cisco and Unix/Linux
- Experience Alarm handling, escalations and fault handling.
- Experience Alarm automations and process being used. Include RPA, ALD, AIOPS, Watson, Runbooks
- Knowledgeable in network stats across all domains
- Knowledge on third party fault handling and understanding there business

**.**:
**Job-Related Skills**:

- Incident Management & Problem Management.
- Network Management processes and principles
- Core Systems/Networks
- GSM knowledge and related technologies
- Process design for RPA and automation

**We make an impact by offering**:

- Enticing incentive programs, competitive benefit packages, and an exclusive 13th cheque
- Retirement funds, risk benefits, and medical aid benefits
- Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications**:27 May 2024**

The base location for this role is -** Vodacom Campus, Midrand.**

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organizational culture that recognizes, appreciates, and values diversity & inclusion.

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