JOB DESCRIPTION

Role title:

Lead Support Engineer IN & VAS systems

Reports to:

IN Manager

Function:

Network services

GGS:

11

Location:

Bristol

Organisation structure
& department profile:

Lead Support Engineer for IN & VAS systems and services within the Data
and VAS area
Network and Service Operations are accountable for the smooth and cost
effective running of the mobile network(s) and all customer facing services, as
well as the definition and running of key operational processes for both
Network Services and IT.

Responsible for technically supporting all operational aspects of IN & VAS

related systems and services offered to the business, MVNO and retail
customers.

Including maintaining the service availability, incident and configuration

management, support CDR integrity, revenue protection.
Supporting IN & VAS systems to deliver the required levels of service to
protect a key business revenue stream, including availability and operational
performance, in order to meet or exceed the overall service KPIs as measured
by Service Management.
Maintaining effective incident, change, problem, and risk management.
Maintaining existing systems and services whilst successfully introducing
upgrades, new systems, and configuration changes.
Participate in 24x7 operational support to the SMC by means of a callout rota.
Ensuring that services and systems have sufficient monitoring and alarming.
Alarm system integration process correctly followed. Alarms and monitoring
regularly reviewed.
Works co-operatively with other groups and 3rd parties, including design, to
improve service performance and service quality. Liaising with Service
Management function teams, ops integration process, Revenue Assurance,
Vendors, Solution Providers.
Maintain and update system and service documentation.
Support and implement tools for automation of tasks.
Supporting activities which would improve service to the customer or reduce
cost of operation.

Key Challenges:
(in priority order)

1.0

Role purpose:

Key Responsibilities &

Accountabilities:
(In priority order)

Version No:

. The unpredictable and reactive nature of the role, having to deal with
unexpected events.
Managing highly complex, highly loaded, and business critical systems, where
all issues have the potential of high subscriber impact.
Complex judgments need to be made in real time, non-routine, fault situations
where a range of internal and external factors need to be considered and
prioritised.
Incidents require quick thinking to rapidly analyse the available options and
independently make key decisions to restore/improve service and revenue
streams in the most timely manner.
Problems regularly arise that are not covered by any existing procedures.
Solutions to new problems are constantly having to be sought.
New systems being introduced with challenging timescales.
Multiple different systems to manage, both from different vendors and also at
different software and hardware builds.
A number of changes expected to be implemented to working current

People Management:

processes and working practices.

Maintaining sufficient knowledge transfer and skills base across the team.
Maintaining a sufficiently resourced callout rota
no

Manages people?
If yes, direct or virtual (project)?
Responsible for:
allocation of work (task based)
setting direction (objective based)
performance management
recruitment
absence management

no
no
no
no
no
0

No of direct reports:
Overall team size (headcount):
People Management
comments:

Financial:

none
Cost centre manager
OPEX responsibility
CAPEX responsibility
P&L responsibility

no

n/a
n/a
n/a

Financial Impact
comments:

within own directorate:

Level: predominately peers and managers
Nature: communicate
Purpose: ensure clear and effective explanation of current service and incident
status (including customer impact and technical information) for both
information and escalation purposes.
Communicating on technical and strategic aspects of IN & VAS services.

Key Relationships:
(level, nature &
purpose)

across other directorates:

Level: peers and possibly managers business wide.
Nature: communicate (including communicating technical issues to a nontechnical audience).
Purpose: ensure systems and any operational issues are supported
effectively.
Ensure new systems are services are introduced effectively.
external suppliers:
Level: Technical.
Nature: Communicate.
Purpose: Ensure operational issues are dealt with quickly and effectively;
escalate into suppliers and outsourced partners to ensure swift and effective
resolution of operational issues.
Facilitate the development, change, and upgrade of existing systems.
Facilitate the introduction of new systems.
external customers:
Level: Technical levels within corporate customers, wholesale partners,
Nature: Communicate
Purpose: Good communication during fast-paced, high pressure, high-profile
incidents.
Other key relationship comments:

Must be able to remain calm under pressure, with the ability to communicate
clearly and effectively.

EE values

Be Bold
Be Clear
Be Brilliant
professional / technical

must have:

Critical Knowledge &

Experience (non time
related):

nice to have:
business / context

must have:

nice to have:

Skills and knowledge:

Any other comments:

Intelligent networks (SSF/SCF) knowledge

Knowledge of mobile voice and data architectures
Unix system admin and scripting skills
Experienced in a 24x7 real time, service support
environment
Experienced of handling & resolving operational
incidents
Experience of managing the expectations of suppliers
and also both internal and external customers
Experience with interacting with equipment vendors
and customers.

Experience in a telecommunications organisation

Knowledge
of
telecommunications
operating
procedures (inc. incident, change, and problem
management)
Experience is key to assess and manage events that
are not covered by any existing procedures. Identify
solutions to new problems. The delivery of these new
solutions often has to be worked through with other
internal & external teams.
Basic commercial understanding of potentially
commercially sensitive information
Understanding of GSM/GPRS/LTE protocols

Skills and knowledge required for recruitment purposes should be recorded here. Please
select from the list below (also available on the Resourcing intranet site)

Knowing the Commercials

Planning & Organising

Creating the Strategy

Working Collaboratively

Leading our People

Coaching & Developing

Influencing & Persuading

Delivery of Results

Leading & Implementing Change

Focusing on the Customer