Responsible for ensuring the network’s high standards of performance and quality for European Network Operations Center by: supporting technical experts, controlling the end to end quality, acting as a point of interaction between Vodafone OpCo’s. 3rd parties and European NOC and performing relevant report and analysis to identify particular issues in the network (alarm/ticket/incident based).1st Line Operations of Vodafone Network in a multi-vendor environment. Monitors and maintains Vodafone Network, dispatches field, NOC and 3rd parties in incident related situations. Performs preventive and corrective first level troubleshooting ensuring quality, continuity of service and the restoring time for Vodafone Network elements. MAIN RESPONSIBILITIESSingle point of interaction • Represent Danubius NOC team in incidents review meetings• Act as a responsible person from European NOC Czech team to follow up and escalate incidents• Find different solutions and workarounds for incidents that violate the SLA • Investigate current process issues and propose solutions to partners / management• Propose new procedures and operational processes for optimizing the activities, to meet the Network and NOC KPI’sSupporting technical experts • Coordinate technical teams involved in solving of complex incidentsNotification, Escalation and Communication • Escalate incidents to Vodafone OpCo’s partner management team and to 3rd parties • Provide periodical reports related to incident tickets • Provide details to recovery team for solving incidents as fast as possible.• Report to higher management critical incidents• Provide notifications in due time and sends correct information regarding technical incidents to all agreed groups• Ensure communications across vendors, other departments or other OpCos to meet the agreed SLAs.• Provide notifications and recommendations to management team regarding network faults or issues with other parties.

Monitoring the Vodafone's OpCO Czech Republic network, using fault management systems and specific NMS's and performing analysis to identify the issues;Investigating alarms on different equipment and technologies related to Access Network, Core Network, Transport Networks and VAS Services;Ensure first level support, troubleshooting and maintenance routine following the procedures on different equipment and technologies;Working with different monitoring tools (Ericsson OSS, HPOpenView, SAM, Huawei M2000, Huawei U2000);Trigger Management Escalation in case of technical crisis, following fixed process;Using dedicated Trouble Ticketing/Work-Orders applications (Remedy platform) for alarms handling and field personnel dispatching;Performing phone interactions with field engineers and different service providers (Power Company, Leased Line Company);Ensure good functionality of all network Nodes and maintaining optimum KPI's;Periodically performing telecom reports in order to reach the agreed KPI's;Communicating with internal customers of Vodafone Czech Republic;Participating at training sessions in order to permanently improve technical skills.

Provides a Single Point of Contact from internal clients for IT requests. Examines and solve customer’s IT requirements on hardware and software problems. Registers and prioritizes all IT incidents and requests from internal customers in accordance with agreed service levels and business priorities. Ensures the escalation and tracks the issues raised. Tests, installs and support for new office equipment and software in accordance with standard operating procedures. Provides hardware and software configuration management for office IT systems. Executes proactive maintenance for office IT systems. Develops, plans, tests, implement and ensures change control on office IT systems (e.g. software installations, hardware upgrades, etc..) in accordance with standard operating procedures and / or project requirements. Provides IT testing (data communication, e-mail, etc..) for new mobile devices before the commercial launch.Windows server/AD/DHCP administration ( accounting, policy handling, etc.. )AV administrationWindows workstation admin ( os install, security patches, etc..)Application software development install / maintainVDI enviroment administrationNetworking knowledge&troubleshooting + network related services ( proxy, dns, wsus, wpad )Basic scripting knowledgeKnowledge of network services ( dns, ad, etc.)

Provides a Single Point of Contact from internal clients for IT requests. Examines and solve customer’s IT requirements on hardware and software problems. Registers and prioritizes all IT incidents and requests from internal customers in accordance with agreed service levels and business priorities. Ensures the escalation and tracks the issues raised. Tests, installs and support for new office equipment and software in accordance with standard operating procedures. Provides hardware and software configuration management for office IT systems. Executes proactive maintenance for office IT systems. Develops, plans, tests, implement and ensures change control on office IT systems (e.g. software installations, hardware upgrades, etc..) in accordance with standard operating procedures and / or project requirements. Provides IT testing (data communication, e-mail, etc..) for new mobile devices before the commercial launch.

Activate and ensure technical support for all the data services provided by Vodafone (mobile internet, e-mail set up, BlackBerry, MMS, special services, hosting services activation, etc); Present, sell and increase the sells value of the Vodafone’s data products and services to potential and existent customers in order to reach the Sales Target of the Shop; Ensures the accuracy of customers’ data registration in the databases; Provides information in an efficient and polite manner to the potential and existent customers on the company’s products and services;Provides technical support for customers;Maintains the company’s image and observes its’ standards providing high quality services and dealing with professionalism the interaction with customers; Elaborates daily reports on sales and activation.

Responsible for providing courteous and efficient service to our major clients byResponding and processing incoming telephone inquiries regarding service support,Billing, computer troubleshootingLogging and prioritization of calls from customers onto CRM tool and escalation/resolution of problems and issues.Establishing and maintaining a strong, professional relationship with all assignedCustomers and Sales team.Taking ownership of delinquent issues and determining appropriate action to solve(i.e. contacting the customer, initiating research, obtaining additional information for or about the customer, etc)

Process all collection actions according to the collection time table:Receive inbound calls and, make outbound calls for collection purposeIssue collection lettersTake restriction actions (hotline/TD/PD)Process daily Candidates for Reactivation, remove restrictions and apply chargesCheck all incoming proofs of payment and take actions accordingly

Introducing contracts in the system Checking the correctness and correlating data from documents

Testing components of the Bill Review process; Checking the correctness for the Bill Review process

Responsible for providing courteous and efficient service to existing or potential customers byResponding and processing incoming telephone inquiries regarding company’s products, services, pricing, coverage, headsets, contractual conditions, warranty, service support and billing;Refer technical problems and inquiries to technical support staff;Process customer complaints in order to retain the customers who wanted to cancel the contract;Activate, exchange, add additional services or disconnect services for customers;Member of the team allocated for the Vodafone emergency number.