Vodafone Idea - Subject Matter Expert - IP/MPLS (5-8 yrs)

Job Purpose :

- Fault management for Multivendor Multi technology IP network.

- Responsible for quick restoration of P1/P2 incidents within SLA by applying suitable work around/solution.

- Ensure timely management escalations for all P1/Special incidents as per process and regular update.

Key Accountabilities / Key Result Areas :

- Manage, troubleshoot & restore faults across multi vendor multi technology IP networks.

- Able to understand the overlying services - Voice, Data and other services and their architecture.

- Able to manage ISP and CORE IP network.

- Comply with internal systems, procedures and processes and ensure that the team comply with industry standards and best practices like ISO20K, ISO27K.

Core Competencies, Knowledge, Experience, Technical / Professional Qualifications :

Technical skill evolution :

- Should have 5+ Years of Telecom experience with minimum 5+ in Incident/Fault Management in IP.

- Should have knowledge of routing and switching protocols like - BGP,ISIS, Data centre technologies (SDN, VxLAN), OSPF,HSRP,VRRP etc across CISCO,Juniper,NOKIA etc.

- Should have strong knowledge of IP Network Architecture with services.

- Excellent Communication and Coordination skills, confident and structured when dealing with conflict.

- Experience in managing major incidents with good understanding of business and service impact.

- Demonstrate effective stakeholder engagement.

Operational Skill :

- Able to handle multiple outages at same time with coordination with relevant stakeholders.

- Strong interpersonal & verbal communications with good written skills.

- Ability to manage shifts, Calm under pressure,Good problem solving techniques and Customer focused.

- Able to take responsibility and motivate team members in difficult or stressful situations.

Digital DNA :

- Should identify automation opportunity and implement it.

- Process enhancement.

- Should have understanding of industry standard process and framework like ITIL & ISO.

- Should be able to improve and implement the current INM process.

- Familiar with ISO 27001 & the process of ISO 20000 audit and compliance.

- Always follow HSW rules .

Professional Qualifications :

- Candidate must possess engineering Bachelor's Degree, Post Graduate Diploma, Professional Degree in Information Technology or equivalent.

- Must have foundation qualification in ITIL V3.

Key Performance Indicators :

- Ability to efficiently and effectively perform the technical requirements with troubleshooting, problem solving, and analytical skills.

- Ability to prioritize work with a sense of urgency and manage issues /escalations to consistently provides high quality and standardized professional services.

- Ability to work independently with a significant "attention to detail" & Ability to work under pressure.

- Ability to manage shifts, Calm under pressure, Conscientious with a strong sense of pride and accountability,.

- Good problem solving techniques and Customer focused.

- IP Network Availability > 99.90 %.

- MTTR for critical incidents (P1/P2) < 45 min & incidents (P1 till P5) < 110 min.

Challenges :

- Multivendor, multi technology heterogeneous network.

- Unstable field condition and infrastructure for Fibre network.

- Asymmetric definitions.

- People attrition and Retention.

- Process Compliance by MS partners.

Risks :

- Delay in capturing of faults.

- Human Error during troubleshooting - leading to impact on Customer experience and Revenue.

- Delay in rectifying faults Leading to high MTTR, bad customer experience.

Job Purpose :

- Purpose of this role is to ensure resolving all faults related to IP domain within SLA .

- Also responsible for minimum MTTR for core faults.