At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Why work for us:

At Vodafone, we're working hard to build a better future a more connected, more inclusive, and more sustainable world. We believe technology is only as powerful as the people using it to create a better tomorrow

Role Purpose:

IT Ops technical Lead responsible for Fixed IT Services across both Consumer and Business segments.
 

Key Accountabilities:

Impact on the business

• Takes a lead on analysing complex issues, coordinating multiple parties to drive issues to closure
• Provide report to senior management on adherence to key KPI’s on Order to Activate and Trouble to resolve
• Keeping abreast of operational changes in a fluid environment, ensuring that actions are taken in line with current best practice.
• Uses a diverse range of monitoring tools to identify trends and issues ensuring that the right Operations teams are following up to minimise customer impact
• Ensure efficient and appropriate communication to key stakeholders through the incident lifecycles.
• Commitment to continuous improvement – working creatively to improve working practices.
• Support the introduction of new processes by coordinating and executing the preparation activities.
• Work with the incident and problem management teams providing inputs to post incident reviews, root cause analysis and preventive measures to ensure no repeat of incidents.
• Continually develop the team, ensure cross skilling and succession plans are in place, provide performance feedbacks on a regular basis, identify training opportunities for the team.
• Work with the Fixed Operations teams to ensure timely resolution of issues and effective cross skilling between teams 
• Liaise with Demand / Delivery and Service Introduction to ensure that Operational requirements are captured at all stages of the project lifecycle
• Instil a culture of continuous improvement and learning by identifying learning needs, helping to provide opportunities to address these needs and encouraging the support teams to take responsibility for their own learning.

Customers, supplier and third parties

• Develop strong working relationships with Wholesale Providers to ensuring SLA’s are being met, technical issues are being resoled in a timely manner
• Develop strong working relationship with other service management disciplines, using their outputs to support problem management  / CSI activities to mitigate against future problems 
• Escalates major incidents & problems to Head of IT Ops as appropriate, inclusive of options & recommendations
• Liaise with support teams, vendors and third parties to complete major incident, problem management and service improvement processes in a timely manner, achieving / exceeding business required service quality standards.

Other Accountabilities include:

Leadership and teamwork

• Displays strong leadership skills with ability to delegate effectively 
• Professional, respectful and customer-focused, operating with integrity in all aspects of their duties
• Develops, documents and drives service improvement programmes for operations support team
• Leads problem analysis and owns/champions the problem management process in Operations
• Highly motivated, self-starter with a technical aptitude and a commitment to achieving results

Innovation and change

• Embraces and adopts change, seeking out continuous improvement opportunities
• Provide support to Transformation & Improvement  initiatives when required

Who we are:

Vodafone is pioneering Ireland's gigabit society. We are Ireland's leading total communications provider offering products and services make a real impact in the lives and communities of our customers. As part of Vodafone Group, we are part of the world's largest mobile community with a presence across all five continents.
We're at the forefront of innovation in Ireland. From delivering Gigabit speeds which offers the fastest game play for gamers, or helping people work from anywhere in the country, the work we do is at the cutting edge of technology and is constantly evolving.
Our purpose is to connect for a better future, and this is made possible by our people. No matter what your background, career stage or interests, we have opportunities across all areas of the business, which will help you explore and unlock your full potential. You will get to work in a fantastic environment where diversity and difference is valued, flexible working is the norm and you'll get to play a role in delivering Ireland's Gigabit Society!
Our people are at the centre of everything we do. We employ approximately 1,300 people in Dublin and across our network of retail stores in Ireland. Our aim is to ensure each employee has the opportunity to innovate, to be challenged and to be rewarded. We are dynamic in everything we do, including our approach to training, development, performance management and flexible benefits.
Vodafone is committed to support LGBT+ people at work.
We are an equal opportunities employer where our people can be at their best.

We are looking for you if you have:

3rd level qualification (ideally degree in Computer Science, IT, engineering)
5+ years experience within an operations environment
Experience of working with  Customer Care, Ordering and Provisioning Systems and telecoms technologies and markets 
Good planning, organization and strong analytical and problem solving skills
Strong analytical and Problem Solving skills
Operational command line experience of Linux/Unix.
Operational experience across Cloud platforms, particularly AWS.
Strong knowledge of internet technologies, web services and java applications
Excellent finisher with strong sense of urgency & effective time management skills
Knowledge of and practical understanding of service management disciplines and their interdependencies
Highly organised with impeccable attention to detail
Rational and calm under pressure
Excellent communication and interpersonal skills
Experience of audit procedures and processes

When chosing us:

When you join the Vodafone Team, you will have the chance to grow your career while also experiencing some serious benefits!
Some of the benefits that you will receive along the way are:
Competitive Salary
Flexible working (times and location) is part of our culture where your hours can facilitate your personal work-life balance
Generous Employer Pension contribution
Free Phone Bill - When you join the team, your phone bill is on us! You will also receive mobile phone purchasing discounts
Learning and Development - We provide extensive training to all of our employees so they can progress in their careers! There is also the Vodafone University where our employees can gain incredible skills!
Exclusive Family and Friends Discounts - Receive additional discounts for you, your Family and Friends on Vodafone Products!
23 days annual leave and 3 charity days off  - PLUS a dedicated day off for your birthday
Free Parking
Access to our Wellness centre including free access to our Gym, health and wellness centre and external practitioners
We are passionate about our employees! Here at Vodafone we want you to bring your whole self to work and we enable this with our progressive workplace policies. We are proud supporters of the LGBTQ+ community and Vodafone is committed to support all of their employees at work. We are an equal opportunities employer where our people can be at their best.
When you combine Technology and the human spirit, anything is possible. And when you join Vodafone, we'll help you shape a rewarding career that gives back in more ways than one. Its starts here. It starts with you.