Senior Fault Investigation Engineer

What you'll do

Location: Newbury + Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Hours: 37.5 hours per week | Monday - Friday

Who We Are

We're a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.

At Vodafone UK, diversity isn't just a buzzword, it is core to who we are as a company. We're proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.

The UK NOC & SOC Team provide proactive and reactive support to our Mobile customers. Proactive support is provided by monitoring the quality of the overall services Vodafone offers to its customers and take a proactive approach to resolving service-impacting faults before our customers feel the pain. In the event of a reactive complaint, a fault is logged via our Customer Operations teams and the UK NOC & SOC will retain ownership of this fault through to conclusion. This includes Mobile services such as Voice, Data, Messaging, Social Media, Secure Net, Roaming, IVR, IoT/M2M and many more.

The UK NOC & SOC Mobile Operations Senior Engineer is to Investigate and restore / identify failing element , of escalated and complex customer issues across the Vodafone network, in order to minimise customer impact due to service impacting faults. Work closely with element team owners within Second line and 3rd party suppliers.

Enabling restoration of Unified Communications, EBU, Corporate, Social Media and VIP complaints on customer's mobile, fixed voice and data services as soon as possible, within SLA's set.

What you'll do

• Provide timely response to the failure of a service and allocate the appropriate resources to investigate.



• Own complex problems and provide communications to management, team members, and the user community.



• Drive root cause analysis to identify corrective actions and permanent fixes, challenges RCA delivered by other parties to ensure it is correct.



• Design, sanity check and Implement work around to resolve a problem when required.



• Review and authorise service designs for new service releases to ensure their operational performance is maximised.



• Identify any capability gaps and identify training requirements, workshops and activities required to enable Vodafone to support new services and products.



• Troubleshoot complex faults raised via our Customer Operations estate.



• Monitor queue and ensure customer faults are being progressed.



• Share operational process instructions; provide guidelines to increase productivity of the first line UK NOC & SOC.



• Support UK NOC & SOC engineers on how to identify and resolve service faults within agreed SLAs.


Who you are


• Understanding of Networking spanning Voice and Data Mobile networks including one of the following: Voice Switching Networks (Ericsson), Intelligent Nodes (ALU), Data Networks (Including IP, MPLS etc) and RAN


• Track record of driving operational performance for service, network or customer operations


• Strong analytical skills, with the ability to draw insights from a large volume of diverse data


• Be self-driven, leading your own development


• Able to work in a fact paced environment - ideally experience working in Agile


• Excellent written and vocal communication skills.


• Exceptional communication, presentation, influencing skills and stakeholder management, up to Director level


• Excellent skills of MS Office (Excel, Word, PowerPoint, Visio...etc)


Please note current or ability to achieve SC Clearance is essential for this role.

Not a perfect fit?

Worried that you don't meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.


• Understanding of Networking spanning Voice and Data Mobile networks including one of the following: Voice Switching Networks (Ericsson), Intelligent Nodes (ALU), Data Networks (Including IP, MPLS etc) and RAN


• Track record of driving operational performance for service, network or customer operations


• Strong analytical skills, with the ability to draw insights from a large volume of diverse data


• Be self-driven, leading your own development


• Able to work in a fact paced environment - ideally experience working in Agile


• Excellent written and vocal communication skills.


• Exceptional communication, presentation, influencing skills and stakeholder management, up to Director level


• Excellent skills of MS Office (Excel, Word, PowerPoint, Visio...etc)


Please note current or ability to achieve SC Clearance is essential for this role.

We're a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.

At Vodafone UK, diversity isn't just a buzzword, it is core to who we are as a company. We're proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.

The UK NOC & SOC Team provide proactive and reactive support to our Mobile customers. Proactive support is provided by monitoring the quality of the overall services Vodafone offers to its customers and take a proactive approach to resolving service-impacting faults before our customers feel the pain. In the event of a reactive complaint, a fault is logged via our Customer Operations teams and the UK NOC & SOC will retain ownership of this fault through to conclusion. This includes Mobile services such as Voice, Data, Messaging, Social Media, Secure Net, Roaming, IVR, IoT/M2M and many more.