L2 Operation Senior Manager
Posted on :
05-12-2021
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1 Vacancy
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Job Description
- 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 KPI's 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
Employment Type
Full Time
Department / Functional Area
Key Skills
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