Overview

About the job

Role Purpose

Network Consultant – Customer facing technical service desk, graduate engineer (BE / BTech) or have

the knowledge through courses, with adequate knowledge of networking (cisco certified preferred).

Role purpose is to provide technical service desk support to Premium service customers with complex

solutions and complex SLA requirements in a 24/7 shift based working environment .

Key Accountabilities (Role Description)

Highlight accountabilities and KPIs for

the requisitioned role, which could

include (but not limited to)

Typical outputs

(Key deliverables & KPIs expected from the role

holder)

Impact on Business

(How would the role holder impact/scale of

influence Business decisions –

strategic/operational)

Interfaces with Customers, Suppliers &

Third parties

(Internal and external stakeholder interactions

expected of this role )

Leadership & Teamwork

(Leadership Direction and accountabilities towards

the Team)

Innovation & Change

(Expectations from this role in driving innovation

and change)

Others

  • To initiate diagnostics and perform

pro-active analysis for all faults.

Will perform root cause analysis

for network alarms

  • Support the day to day operations

with Change & Fault management

by adopting ITIL industry

standards.

  • Responsible for adhering to SLA

and ownership on Incidents

throughout the life cycle.

  • Responsible for transferring tickets

to L2 engineers and other

necessary respective teams for

problem resolution

  • Responsible for adhering to

process framework outlined for

profile.

  • Zero misses on process and

escalations

  • To coordinate with Vendors and

3rd Parties on priorities based in

situation and impact to customer

business

  • To understand the business impact

and sensitize the reported or

proactively observed fault/issue and

carry out proper much needed

escalation within the management

  • Ensure customers are regularly

updated about the ongoing issues.

  • Individual has to be confident and

should be able to handle customer

effectively (Individual would need to

join customer bridge calls for

troubleshooting or during an

escalation to keep customer

appraised of progress)

  • Individual should effectively multi

task and also is responsible for

queue management

Must Have Skills

Fluent Japanese Command (both Written

and Spoken).

Desired Skills

  • CCNA Preferred with 1 year NOC
  • Experience with technical profile background.
  • CCNP is an added advantage.
  • Experience in WAN technologies and
  • Troubleshooting is an added advantage. Very Good

customer handling skills and Communication

should be very good as we deal with Customers

across the GLOBE .

Professional Certifications

Education/Technical/Functional qualifications and/or

  • Candidate should have engineering

background. BE/BTECH. CCNA certification or have

taken the relevant courses.

Behavioral/ Personality Specifications Required

  • Communication
  • Leadership/ Team Handling experience
  • Language skills
  • Vodafone Spirit:

Customer Loyalty

Create the Future

Learn Fast

Get it Done Together

Individual should have good communication and

should be really good at handling customers

Should be good at multi-tasking.

Individual should also be a team player and should

be good enough to handle stress during multiple

faults and at the same time should have patience

to cope up with customer.

Should be smart and quick thinking and should

have methodical/logical approach towards

troubleshooting,

Should be hungry for success and future growth

with goals set already.

Should be quick learner and good at adapting to

situations

  • Communication : should be very good
  • Leadership/ Team Handling experience: Should

be a team player

  • English Language is a Plus.

#_VOIS