Global Telecom Support

The Senior Mobility Telecom, Network Operations & Major Incident Lead will provide end-to-end technical and operational leadership for a global retail telecom and network environment supporting Mobility and E-Mobility services.

The role will act as a senior technical authority and operational integrator across internal support teams, network and telecom suppliers, application teams, service providers, business stakeholders and incident-management functions. The successful candidate will be responsible for maintaining network stability, leading the resolution of complex incidents, coordinating major incidents, overseeing infrastructure changes, driving root-cause analysis and improving the overall reliability, security and performance of the service.

The role requires strong ownership across a highly integrated support landscape where telecom, network, payment, loyalty, site systems and central applications cannot be managed as isolated service components.

Key Accountabilities

1. Global Telecom and Network Operations

• Provide senior technical and operational leadership for global Mobility and E-Mobility telecom infrastructure.

• Maintain end-to-end oversight of network connectivity and associated infrastructure across retail sites, backbone services, data centres, third-party networks and externally managed connectivity services.
• Monitor the health, availability, performance and security of the telecom environment using enterprise and vendor monitoring platforms.
• Analyse monitoring alerts, operational events and service degradation indicators to determine business impact and initiate the appropriate response.
• Ensure incidents affecting routers, switches, firewalls, load balancers, VPN tunnels and associated connectivity components are correctly triaged and assigned.
• Maintain ownership of complex operational issues until resolution or until a complete and formally accepted handover has been performed.
• Support a global, follow-the-sun operating model, including participation in on-call, weekend and public-holiday support arrangements.
• Provide technical guidance to operations teams handling site-level, multi-site and infrastructure-wide disruptions.

The contract identifies global telecom monitoring, real-time infrastructure visibility, incident notification and escalation as core components of the service. It also covers routers, switches, firewalls, VPN tunnels, load balancers, backbone infrastructure and vendor-managed telecom services.

2. Incident and Major Incident Management

• Lead the technical response for high-impact single-site, multi-site and global service incidents.

• Coordinate incident bridges involving network suppliers, telecom providers, application teams, site-support teams, service managers and business stakeholders.
• Perform initial and advanced technical triage to establish incident scope, affected services, market impact, urgency and priority.
• Ensure incidents contain sufficient diagnostic and business-impact information before escalation.
• Coordinate the creation and progression of incident and major-incident records in the relevant service-management platform.
• Manage P3 and P4 major incidents and support the designated incident-command function during P1 and P2 major incidents.
• Establish clear ownership across resolver groups and ensure suppliers engage within their contractual responsibilities.
• Schedule and lead technical calls when required to accelerate investigation and recovery.
• Maintain an accurate incident chronology, including decisions, actions, ownership, dependencies and restoration progress.
• Confirm service restoration through monitoring tools, resolver-group evidence or confirmation from the reporting party before closure.
• Ensure incident, recovery and closure communications are distributed to the appropriate internal and external stakeholders.
• Support incident managers by translating complex technical findings into clear operational and business-impact statements.

The scope requires first-level incident management, major incident management, prioritisation, ticket creation, supplier escalation, technical-call coordination, service-restoration confirmation and communications throughout the incident lifecycle.

3. Advanced Troubleshooting and Technical Investigation

• Lead technical investigation of complex, recurring or high-impact telecom and network issues.

• Perform full-stack troubleshooting across the network path, including routing, switching, firewall policies, VPN connectivity, traffic flows, network security controls and dependent services.
• Use packet-capture and network-analysis tools to isolate faults at packet and protocol level.
• Analyse network traffic, device events, application logs, site-system logs and monitoring data to identify hard-to-detect issues.
• Develop and test technical hypotheses using available operational evidence.
• Coordinate cross-supplier troubleshooting where ownership or fault location is unclear.
• Determine whether failures originate within site infrastructure, telecom connectivity, network backbone, security services, vendor platforms, application services or third-party interfaces.
• Produce clear technical findings, recommended remediation actions and risk assessments.
• Provide technical direction to less-experienced engineers and operations analysts during critical incidents.

The contract specifically requires advanced troubleshooting, traffic analysis, packet-level investigation, knowledge of multiple routing protocols, network design expertise and analysis of site-system and application logs.

4. Root-Cause and Problem Management

• Lead Root Cause Analysis for significant telecom, network and third-party incidents.

• Ensure root-cause documentation clearly describes the failure, contributing factors, business impact, recovery actions and preventive measures.
• Challenge incomplete or unsupported root-cause statements provided by suppliers.
• Track corrective and preventive actions through to verified completion.
• Raise and coordinate problem records for recurring or systemic issues.
• Use incident trends, operational data and recurring alert patterns to identify candidates for problem management.
• Facilitate technical reviews involving internal teams and external service providers.
• Ensure RCA documentation is completed within applicable operational timelines.
• Maintain traceability between incidents, problems, known errors, changes and improvement activities.
• Share lessons learned and incorporate agreed improvements into support procedures, monitoring rules and operational documentation.

The SWAT scope assigns responsibility for RCA leadership, documentation completion, supplier engagement, root-cause validation and accountability. The administrative support scope also includes problem management for supported operational platforms.

5. Change, Migration and Implementation Support

• Assess telecom and network changes for technical risk, operational impact and business impact.

• Coordinate network changes, migrations and implementations with suppliers and delivery teams.
• Evaluate third-party changes that may affect Mobility services.
• Ensure relevant stakeholders review and approve changes before implementation.
• Create and distribute change notifications to internal and external stakeholders.
• Monitor the implementation of high-risk or business-critical changes.
• Coordinate technical support during change implementation and post-change validation.
• Verify that changes achieve the intended outcome without creating unacceptable service degradation.
• Support recovery or rollback activities when a change is unsuccessful.
• Ensure network, firewall, configuration, support and operational documentation is updated following implementation.
• Review project implementation plans for operational readiness, supportability and alignment with the existing environment.

The contract includes change coordination, third-party change-impact assessment, stakeholder approval, Change Notification Letters, implementation monitoring and technical support for network changes and migrations.

6. Network Architecture and Design Assurance

• Act as a senior technical authority for the end-to-end Mobility telecom and network architecture.

• Review solution and network designs for reliability, availability, security, scalability, operability and supportability.
• Provide technical recommendations to project and delivery teams.
• Assess proposed changes against the existing telecom environment and relevant service dependencies.
• Architect, review or approve network designs within the candidate’s delegated authority.
• Identify operational risks, integration gaps, monitoring requirements and support-model deficiencies before production deployment.
• Ensure designs include appropriate diagnostic, failover, security, documentation and operational-support provisions.
• Support implementation teams during deployment, transition and early-life support.
• Ensure integration requirements across multiple suppliers and business partners are understood and coordinated.
• Promote standardisation and reduction of unnecessary technical complexity across the network landscape.

The SWAT team is defined as responsible for end-to-end technical architecture, multi-supplier process integration, project-impact assessment, technical recommendations, design review or approval and implementation support.

7. Firewall, Security and Access Governance

• Provide senior oversight of firewall rules supporting the Mobility environment.

• Review firewall-rule changes for technical validity, security risk, business justification and implementation impact.
• Ensure access and infrastructure requests follow the required approval and governance processes.
• Review and manage third-party access requests relating to infrastructure, data-centre or service-support activities.
• Support access-control processes and periodic access reviews for relevant operational platforms.
• Coordinate with security, risk, infrastructure and supplier teams to resolve security-related network issues.
• Support compliance activities associated with Information Risk Management and Payment Card Industry requirements.
• Maintain appropriate records and technical documentation to support audit and compliance activities.
• Escalate non-compliance, uncontrolled access, unsupported connectivity or material security risks to the relevant stakeholders.
• Balance operational recovery requirements with security and access-control obligations during critical incidents.

The contract includes ownership of a significant portion of the firewall rule sets, third-party access management, infrastructure change requests and support for Information Risk Management and PCI compliance activities.

8. Supplier and Stakeholder Management

• Act as the senior technical liaison between internal teams, business stakeholders, telecom providers, technology suppliers and third-party service providers.

• Establish clear technical and operational ownership across multi-supplier incidents.
• Hold suppliers accountable for investigation quality, contractual service obligations, recovery actions and root-cause deliverables.
• Escalate supplier-performance concerns through the appropriate operational and commercial channels.
• Obtain technical evidence from suppliers following incidents and changes.
• Challenge delays, unsupported conclusions and incomplete remediation plans.
• Coordinate dependencies between connectivity providers, managed-service suppliers, application teams and site-support teams.
• Provide concise updates to service management and business leadership.
• Maintain professional working relationships across geographically distributed and culturally diverse teams.
• Represent the telecom and network operations function in service reviews, project meetings, change reviews, incident reviews and technical governance forums.

The role descriptions require working across international teams, leading meetings, coordinating internal and external support entities and ensuring suppliers and vendors perform as required under their contracts.

9. Monitoring and Service Improvement

• Drive proactive monitoring and early identification of telecom and service degradation.

• Review alerts, dashboards, thresholds and escalation paths to improve incident detection and response quality.
• Identify monitoring gaps across network, site, application and third-party services.
• Work with monitoring-service owners and suppliers to implement actionable alerts.
• Reduce alert noise, duplicate notifications and non-actionable events.
• Use operational data to identify reliability, performance and service-improvement opportunities.
• Lead network optimisation and continuous-improvement initiatives.
• Recommend automation opportunities for repetitive triage, notification, reporting and evidence-gathering activities.
• Track the effectiveness of implemented improvements through operational measures and incident trends.
• Ensure monitoring procedures remain aligned with changes to technology, business services and supplier arrangements.

The scope references proactive monitoring through tools and vendors, operational-data analysis, corrective actions, network optimisation and continuous service improvement.

10. Documentation and Operational Readiness

• Create, maintain and continuously improve end-to-end technical and operational documentation.

• Develop network diagrams, support procedures, troubleshooting guides, escalation matrices, process flows and incident-response playbooks.
• Maintain accurate records of network circuits, racks, devices, configurations, inventory, contacts and service dependencies where applicable.
• Ensure documentation supports rapid triage within demanding incident-response timelines.
• Review project support models, support decks and operational-readiness documentation.
• Validate that new services have complete monitoring, ticketing, access, contact, escalation and Minimum Data Set information before operational handover.
• Establish documentation standards and quality controls for the support organisation.
• Conduct periodic reviews to identify outdated business-critical information.
• Ensure changes to applications, infrastructure, suppliers and contacts are reflected promptly in operational documentation.
• Train team members in the effective use of documentation and service-management tools.

The contract requires standardised network and process documentation, project-onboarding documentation, escalation information, support-model review, and maintenance of network infrastructure and inventory records.

11. Team Leadership and Capability Development

• Provide technical leadership, coaching and guidance to network engineers, incident analysts and operations personnel.

• Define expected quality standards for incident handling, communications, ticket updates, documentation and technical investigation.
• Review the quality of team deliverables and provide constructive feedback.
• Lead technical knowledge-sharing sessions and post-incident learning reviews.
• Develop team capability in troubleshooting, service management, network analysis and stakeholder communication.
• Support workload prioritisation during periods of high incident demand.
• Delegate activities based on risk, complexity, urgency and engineer capability.
• Encourage ownership, collaboration and continuous improvement across integrated support teams.
• Act as an escalation point for technical, process and supplier-related issues.
• Support service leadership with resource planning, operational reporting and resolution of day-to-day delivery concerns.

The contract’s supervisor and service-manager descriptions include team guidance, delivery standards, training, workload management, status reporting, process development and escalation of critical issues.

12. Reporting and Executive Communication

• Prepare monthly service reports covering incidents, recurring issues, improvement activities, technical achievements, risks and upcoming changes.

• Communicate the value delivered by the telecom and network operations team.
• Provide clear updates during high-impact incidents without unnecessary technical jargon.
• Produce technical call summaries, incident recaps, change notices and stakeholder notifications.
• Translate technical events into business-impact statements suitable for senior stakeholders.
• Report material operational risks and unresolved supplier dependencies.
• Ensure reports are accurate, evidence-based and suitable for governance review.
• Maintain action logs and follow up outstanding commitments with internal teams and suppliers.

Monthly reporting of achievements, value-added contributions and upcoming Mobility activities is explicitly included in the SWAT responsibilities. Incident, major-incident and change communications are also included throughout the support scope

Education and Certifications

Essential

• Bachelor’s degree in Computer Science, Information Technology, Telecommunications, Electronics, Engineering or an equivalent technical discipline.

• Equivalent significant professional experience may be considered where permitted by the organisation’s recruitment policy.

Preferred

• Cisco professional-level certification or comparable enterprise networking certification.

• ITIL Foundation or higher mandatory.
• Network-security or firewall certification.
• Cloud networking certification.
• Project management or Agile delivery certification.

The source identifies professional certifications as advantageous but does not mandate a specific certification.