Engineering Technical Lead

Provide local team management whilst supporting the NOC Manager.

In this role, you will be responsible for proactively investigating, analysing, and diagnosing network issues using the provided data collation and network analysis tools. You will lead, motivate, coach, and support your team, fostering a sense of accountability and responsibility to ensure that their performance meets the highest standards. Additionally, you will undertake or support the rapid restoration of network faults within the Service Level Agreement (SLA) and strive to prevent critical service failures.

You will manage, monitor, and report on the performance of your team and individuals on a daily, weekly, and monthly basis, providing feedback and regular coaching in collaboration with the NOC Manager. Your responsibilities will also include taking proactive responsibility for technical support and issues arising within the data centre environment. This involves working with associated service desks to ensure that incidents are correctly addressed and directed to the appropriate resolving agency, complete with necessary diagnostics and impact assessments.

Furthermore, you will manage staff, rotas, and daily operations to ensure adequate resources are available to meet service standards. Training team members on internal systems, products, and processes will be part of your duties. You will ensure that all customer communications are logged in the call logging database, tickets are updated with the correct information, and courtesy calls are made to customers upon task completion in line with defined processes. You will also ensure that incidents are escalated according to the Operational Procedures Document and that all incidents are handled correctly to meet or exceed customer SLAs and expectations.

In addition, you will ensure that all alerts generated are investigated and communicated effectively in accordance with the Operational Procedure Documentation, including a summary of the impact assessment. You will strive to meet or exceed business, department, and individual objectives and targets in line with business, service, and operational requirements. Assisting with the analysis of the root cause of faults and producing detailed RCA reports will also be part of your role. Building and maintaining trusted relationships with key customer stakeholders, deputising for the NOC Manager when required, and attending customer meetings as needed will round out your responsibilities.

You possess excellent customer relations skills, which enable you to build and maintain strong, positive relationships with clients. Your ability to understand and address customer needs ensures high levels of satisfaction and loyalty. You are adept at managing customer expectations and resolving issues efficiently, contributing to a positive customer experience.

Your written and verbal communication skills are exceptional, allowing you to convey information clearly and effectively. Whether drafting reports, writing emails, or engaging in face-to-face conversations, you can articulate your thoughts in a manner that is easily understood by diverse audiences. This proficiency ensures that all stakeholders are well-informed and aligned.

You have a good command of communication skills, which are crucial for collaborating with team members, stakeholders, and clients. Your ability to listen actively and provide constructive feedback fosters a collaborative and productive work environment. You can navigate complex conversations and mediate conflicts, ensuring smooth and effective communication across all levels of the organization.

Your knowledge of spreadsheet reporting and creation is robust, enabling you to analyse data and generate insightful reports. You are proficient in using spreadsheet software to organize, manipulate, and present data in a clear and concise manner. This skill is essential for tracking performance metrics, identifying trends, and making data-driven decisions.

You have extensive experience working to deadlines, which has honed your ability to manage time effectively and prioritize tasks. You understand the importance of meeting deadlines to maintain project timelines and ensure the timely delivery of services. Your ability to stay focused and organized under tight schedules is a testament to your strong work ethic and dedication.

Working under pressure is a familiar scenario for you, and you excel in such environments. You remain calm and composed, even when faced with challenging situations, allowing you to think clearly and make sound decisions. Your resilience and ability to perform well under stress ensure that you can handle high-pressure situations without compromising on quality.

Your problem-solving skills are well-developed, enabling you to identify issues, analyse potential solutions, and implement effective resolutions. You approach problems methodically, considering all possible angles and collaborating with others to find the best outcomes. This proactive approach ensures that issues are addressed promptly and efficiently.

You have significant experience leading a 24x7 Network Operations Centre (NOC), where you have demonstrated your ability to manage and support a team in a demanding, round-the-clock environment. Your leadership skills ensure that the NOC operates smoothly, with minimal downtime and maximum efficiency. You are adept at coordinating resources, managing incidents, and maintaining high service levels.

At Vodafone, we're working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference., At Vodafone UK we believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month. Our "Office in a Box" home working kit will provide you with everything you need, no matter where you are.

Who We Are

We're 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.

At Vodafone UK, diversity isn't just a buzzword, it is core to who we are as a company. We're proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.

Join our Vodafone Business Technology Solutions team, where we support businesses of all sizes with world-class technology solutions. We design and develop our Fixed Line solutions, drive efficiency through automation and AI, and implement it all directly with our customers., We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools, market leading parental leave policies and an innovative Reconnect programme for people who have taken a career break.

Together We Can
Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.