Problem Management Specialist
Vodafone Limited
Romania,Bucuresti
11 zile în urmă

Be a member of a fast growing international organization! Vodafone Shared Services Europe is part of the Vodafone Group and operates in two EU countries as a commercial HUB for Vodafone activities all around the world with almost 3000 colleagues.

The Bucharest based centre started its operation in 2014. Now it serves as a centre for excellence in Technology, Customer Service, Fraud, Security Services and Finance hub.

Our Technology department is focused on Enterprise Product and Services, Infrastructure Management, Applications Operations and Customer Service Desk.

Using state of the art technologies, we are offering hi-tech solutions to Vodafone clients in 6 European markets.

The Budapest based centre started its operation in 2007. Now it serves as a Financial, Enterprise, Business Intelligence, HR and Sourcing HUB, continuously focusing on supporting and improving processes in 29 countries and offering solutions to 150+ Vodafone Enterprise Customers.

Join us in Romania and in Hungary and be the part of our global team, supporting Vodafone clients around the world.

Your day to day :

Responsible for the management of problems / defects identified in IT applications and systems (software, infrastructure, network) used by Vodafone customers and initiates actions to identify and implement corrective and preventive technical solutions (modifications on IT applications and systems).

With these activities you will have a great impact on our business :

  • Manage problem records, related to IT applications and systems, in BMC Remedy database, creates, maintains, verifies and improves the known error database and solution database.
  • Analyzes the technical issues encountered in the Incidents and Identifies the technical teams that need to be involved in the problem analysis and resolution
  • Assists the core team of technical members by using the Problem Solving Techniques for identifying the root cause and solutions (hardware / software / process) and supports with the follow-
  • up of the technical implementation and the results of the performed hardware / software / process changes

  • Identifies, documents and communicates the Problem Report with problem description, root cause analysis, technical solution for fixing and preventing future potential problems in IT applications and systems.
  • Creates reports to measure the key performance indicators (KPIs) in regards to problem management and quality of IT applications and systems;
  • analyze reports and statistics to determine the proactive measures required (proactive problem management)

  • Plans, reviews and tests the necessary upgrades of problem management module (BMC Remedy)
  • Initiates continuous measures to improve the problem management process and ensures that the process is implements and executed by all process actors involved, documents rules, workings instructions and guidelines.
  • Guarantees SOX compliance

    With these skills you are a great candidate :

  • Utilization of BMC Remedy for problem management
  • Management of problem records related to IT software and systems (software, infrastructure, and network) according to problem management process.
  • Coordination and moderating sessions with technical teams needed to solve problems / defects in applications and IT systems : o identification and documentation of problems / defects root cause o creation of Problem Report , identifying and approving the technical solution to the problem o modification of applications and software solutions, IT systems that ensure correct operation
  • Proactive problem identification and management according 5WHYs methodologies, Fishbone, etc. Management of customer and operational escalations
  • Sounds like the perfect job? We’ve got even more to offer :

  • Work from Home You can get to work remotely from anywhere you choose!
  • Medical and dental services
  • Life insurance
  • Dedicated employee phone subscription
  • Special discounts for gyms and retailers
  • Annual Company Bonus
  • Ongoing Education
  • You get to work with tried and trusted web-technology
  • Getting in on the ground floor of an technology changing company
  • Flexible Vacation
  • The future is exciting. Ready?

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