pmsumner

Overall Job Purpose

The T-Mobile Prepay service is absolutely critical to the success of the business. A significant proportion of T-Mobile's customers and revenue depend on Prepay.

This high profile role provides an opportunity to play a key part in resolving issues and faults affecting the live operational Prepay service.

As well as resolving issues, you will be involved in forthcoming projects and play a key role in the delivery of changes to the live service.

This is a technical hands-on position that will involve a steep-learning curve in becoming a service expert and being able to deal with day to day issues.

Main Responsibilities and Opportunities

1. Ensure service availability of the Prepay (Nexus) application and it's interfaces with other production systems.

2. Resolve day to day service and customer affecting faults within appropriate time-scales.

3. Liaise with other support teams and the service design and development group to resolve problems causing repeated faults.

4. Develop tools or scripts that will assist with analysis of live faults and produce service performance reports.

5. Become involved with projects and the service development / delivery lifecycle to understand new features and represent the live service.

6. Participate in the team's call-out rota to provide 24 hour support.

7. Produce and update service management documentation.

Education and Work Experience

This role will develop a good overall business awareness and require you to gain a thorough understanding of the Prepay network and service infrastructure.

The role sits in a high profile and demanding support environment with rapidly changing technologies and infrastructure that is critical to the business.

A wide range of technical skills are required in terms of knowledge of the operating system, middle-ware, database and applications combined with the ability to analyse faults and deliver solutions.

This role provides an opportunity to be involved in the latest techniques and technology used to deliver leading edge mobile voice and data services.

A defined career path into senior technical positions will be possible.

Knowledge (Language, IT, etc.)
Essential

1. Demonstrable knowledge or hands-on experience of Unix.
2. Excellent analytical and problem solving abilities.
3. Excellent communication skills.
4. IT or telecommunications related degree

Desirable
1. Experience in the IT or telecommunications industry preferably in a support role.
2. Unix shell scripting, Perl and SQL.
3. Unix network and systems administration incorporating a strong working knowledge of TCP/IP and database (Oracle) administration.
4. Hands-on experience and knowledge of high-availability, fault tolerant solutions.

Personal Skills

Communication and collaboration with other groups in T-Mobile will be significant. This will mostly be with other support teams and the service design, development and test teams.

There will be additional day to day contact with customer services and revenue assurance. This role reports directly to the service support team leader.

Competencies

Competency 1 Name - TMUK - Knowledge and Expertise
Competency 1 Level - Core

Maintaining appropriate up to date knowledge, experience and expertise.
This might relate to:
* Specialist, technical or professional areas
* Systems and equipment
* T-Mobile processes and procedures
* T-Mobile products and services
* T-Mobile structure and functions
* T-Mobile customers, channels, suppliers
* Business and commercial principles
* Competitors, market and economy

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Competency 2 Name - TMUK - Delivering Results
Competency 2 Level - Core

Take responsibility and accountability for resolving issues. Ensure high standards of quality and efficiency. Take on and achieve challenges.

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Competency 3 Name - TMUK - Problem Solving & Decision Making
Competency 3 Level - Core

Make sure they have all the right information. Think systematically to make sense of data. Find the right solutions to problems and make firm decisions.

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Competency 4 Name - TMUK - Customer Focus
Competency 4 Level - Core

Work to understand internal and external customer needs. Deliver outstanding customer service in all activities. Maintain a balance between the interests of customers and T-Mobile.

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Competency 5 Name - TMUK - Change and Innovation
Competency 5 Level - Core

Introduce new and better ways of doing things. Contribute ideas and question assumptions. Adapt flexibly to change and manage its effects.

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Competency 6 Name - TMUK - Working with Others
Competency 6 Level - Core

Work co-operatively with others towards shared objectives. Understand, respect and show consideration for other people. Build effective working relationships.

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Competency 7 Name - TMUK - Communication and Influencing
Competency 7 Level - Core

Get messages across clearly in a way others can understand. Influence by adapting style and approach to the situation and the audience. Communicate confidently and assertively.

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Competency 8 Name - TMUK - Planning and Organisation
Competency 8 Level - Core

Think ahead and make plans to achieve goals. Prioritise and make effective use of time and resources. Keep track of progress to make sure things get done to plan.

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Competency 9 Name - TMUK - Business Awareness
Competency 9 Level - Core

Understand and work towards business objectives. Keep up to date with the business and commercial environment. See the bigger and longer-term picture.

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Competency 10 Name - TMUK - Problem Solving & Decision Making
Competency 10 Level - Core

Make sure they have all the right information. Think systematically to make sense of data. Find the right solutions to problems and make firm decisions.