Iot Resident Engineer

**Role Description**:

- The role is supporting large Vodafone Global Internet-of-Things (IOT) Customers across multiple regions and countries.
- The IOT Technical Service Engineer (TSE) will provide In Life technical management & operation support to Global IOT Customers and be accountable for support of contracted IOT Services & Solutions delivered from the IOT Global Portfolio.
- The IOT TSE will be accountable for ensuring customer specific ITIL aligned operational processes and procedures are implemented and followed, these include; change management, incident management, problem management, defect management, release management, availability and performance monitoring, maintenance of operating plans and schedules
- The TSE will be responsible for driving continual technical service improvement, delivering in life service improvement plans and tracking completion according to customer committed timescales, leveraging stakeholder support as required
- The TSE will work closely with different technical teams, both within Clients & Vodafone, in order to provide an outstanding managed service to the client. They will provide technological support and consultancy across dedicated IOT technologies. The TSE may be required to work with a single strategic customer or multiple customers and situations.
- The TSE will support the Client service partner, Vodafone Solutions Architect and Sales Team in expanding and enhancing the customers contracted products and services as well as identify service development opportunities for enhanced service capabilities
- The TSE will manage third parties (internal and external) operational process, performance and relationship.
- The role will include relationship development with the customer and all key stakeholders
- The TSE will contribute towards contract negotiations, leveraging knowledge and experience to secure contract renewals and mitigate risk of service related topics.
- The TSE may be required to work from or be based from an external customer facility for periods of time required by customer.
- TSE will be required to coordinate testing and troubleshooting on several levels with many different support teams between external customers and Vodafone, possibly across many global regions/time zones.

**Impact on the business**:

- Accountable for overall Technical Service Operations to nominated customer/customers and technologies
- Diagnosing process faults within Global Operations and working with internal teams to drive continual service improvement.
- Identify and contribute towards development of new support services to address future needs of the Global IOT Customers
- Ensuring all management KPIs are adhered to within target SLA’s
- Ownership of all customer facing technical documentation including Incident and Performance and Service Level Management Reports
- Manage activities effectively whilst focusing on objectives and results and prioritising accordingly.
- Work within a team environment.
- Make decisions within own area of competence/expertise, seeking guidance and support when necessary.
- Take personal ownership for meeting own learning and development needs.
- Take ownership of customer technical project after implementation and act as central point of contact to both internal and external stakeholders
- Maintain appropriate knowledge of IOT capabilities and supported products and services.
- Ensure lessons learnt captured from all projects and shared with IOT Support Team
- Support account teams in a pre-sales capacity acting as an expert on Vodafone Global IOT products and services.
- Update relevant systems (Internal/External Repository, CMDB) and provide required reports within agreed timelines throughout contractual lifecycle

**Customers, supplier and third parties**:

- Proactively service client requests and faults within SLA and deliver excellent customer service.
- Manage technical & operational escalation requests from client support teams.
- Liaise closely with Customer representatives on a daily basis.
- Manage Escalation of calls to third parties as and when needed.
- Ensure delivery of a positive experience for Vodafone Customers.

**Leadership and teamwork**:

- Pro-active, organised & reliable, conducts themselves in a professional and consistent manner
- Liaise closely with Service Desk and Technical Teams in resolving reported issues.
- Ensure the escalation process is followed on all high priority calls.
- Ensure correct prioritisation of customer incidents
- Manage and conduct technical & operational support team training

**Knowledge and experience**:

- Must have a strong operational background, in a technical role and experience of working with IOT technologies, with an interest in industry and product enhancements.
- Know, and adhere to, all relevant customers’ entitlements to support
- TSE Must have an advanced knowledge level of networking and mobile and land based network related protocols and routing schemas, i.e. TCP