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L2 Operation Senior Manager

10.00 to 12.00 Years   Doha, Qatar   06 Dec, 2021
Vodafone Qatar
1 Jobs Openings
Job LocationDoha, Qatar
EducationBachelor's degree / higher diploma
SalaryNot Mentioned
IndustryTelecommunications
Functional AreaNot Mentioned

Job Description

The Role is to manage a team of L2 technical engineers, managing & controlling E2E Mobile telephony services (Core, cloud Infra, IP & Transport, IT & security L2 Expert). The role involves a high level of operational efficiency and commitment to maintain Vodafone leadership status in the market.An experienced Technical Manager with demonstrated competence with 4G and 5G E2E Mobile telephony services with broad knowledge of several job areas within Service Assurance.L2 Operation Role, Responsible to provide Second line operation support for all escalated cases from Level1 + teams. & Daily Operation & maintenance E2E Mobile telephony solution.Key accountabilities and decision ownership ??

  • Leading & Managing L2 (Core, IP, IT, Security & Cloud Infra team) for L2 technical support & Maintenance.?
  • Responsible to provide Second line operation support for all escalated cases from Level1 team.
  • An experienced Technical Manager with demonstrated competence with 4G and 5G E2E Mobile telephony Network.
  • Responsible for Effective L2 Operations on Service Assurance?
  • Vendor co-ordination and Fault Management (regular O&M and Driving Improvement)
  • Drive a L2 Technical team to meet KPIs and deliver consistent performance
  • Review incidents and ensure resolution efficiency to ensure smooth operation and maintenance of network components and other specified equipment to drive network efficiency and availability.
  • Change Control & Change management for BAU changes ,Network Upgrade ,CR execution as per defined / agreed SLAs?
  • Managing outsourced partner for L2 Managed Service, Responsible to Manage SLA with outsourced partners based on contractual agreement.
  • Take responsibility for the day to day operation of the team, providing overall guidance and supervision
  • Maintain and monitor required staffing levels and schedule to ensure that the team can meet the demand and respond in a timely manner to network and server anomalies and outages
  • Managing & controlling Network Capacity Management & Performance Improvement plan for ?E2E Mobile telephony solution??
  • To develop the team and work with other departments in Vodafone to achieve common business goals
  • To act as an escalation point for customer problems and questions via telephone, e-mail and face to face To be escalation contact for service issues, out of hours?
  • Ensuring the right environment is in place so that staff are effectively mentored, developed and trained
  • Develop and own the processes and procedures used by the team, based on best practice for the industry
  • Develop documentation related to the departments work processes which is up to date and accurately reflects the day to day running of the team?
  • Organise and prioritise workload?
  • Lead internal projects to improve service?
  • Communicate with suppliers and service providers on behalf of the company?
  • Conduct team reviews and be responsible for personal and career development of team members

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