As a BSO 2nd Level Support Engineer you will:
Work as part of a managed service team Provide a highly professional second level support, triage, and resolution of incidents Communicate with customers of a technical nature in a clear and concise manner
Demonstrate customer focus and an understanding of a customer’s needs
Build trusted relationship with our customers, by driving continuous service improvement and managing escalations.
Take ownership of incidents, communication, and partner engagement for complex & General critical incidents, using your understanding of customer networks and solutions
Clearly escalate incidents and problems internally within Vodafone and with external parties where required Prioritise incidents as per the Incident Management Process Priority Matrix Act as a subject matter expert on the Vodafone Product Portfolio Act as tech lead for projects e.g. Service launch, early life support, tooling, process, documentation
Interpret trends in incidents, problems and network behavior and communicate this trend to other areas Change management, prepare, and implement change requests under governance
