Escalation Manager
Vodafone Limited
‎în urmă cu 9 ore

Your day to day :

To identify, log and track escalations andmanage them through to resolution. Point of contact as part of the ITILIncident management process and root cause analysis for the ITIL ProblemManagement Process.

The main activities will include but notbe limited to : escalation acknowledgment and logging, the identification of theactions needed to solve them, regular updates and communication and root causeanalysis of the underlying causes.

With these activities you will have a greatimpact on our business :

  • Key point of contact for escalation management
  • Undertake feasibility checks and design activity to validatesolution delivery

    Recommend innovative, optimum solutions that provide a short termresolution as well as a long term permanent solution.

    Develop optimum solutions to resolve complex customer requirementsand produce appropriate solution documents

    Ensure E2E solution incl. ability to resolve solutions inlifecycle (moves, changes, e.g. capacity increases)

    Develop solution concept for final approval and execution byresponsible departments

    Coordinate escalations and take full responsibility for thesuccess of technical components of international delivery projects, deliveringa differentiated customer experience

    With these skills you are a great candidate :

    Demonstrated experience in managingescalations, preferably gained in a large enterprise, multi-country andmulti-product environment

    Excellent communication and interpersonal skills confidenceand professionalism both in working with multinational project teams and managementonvarious levels of the organisation, from technical audiences to senior management

    Excellent English skills : Level B2(Goethe-Institute) or equivalent certification

    Sound understanding of best practice in methodology,Telco business processes and frameworks (eTOM and ITIL) used to deliverycomplex solutions

    Sounds like the perfect job? We’ve got even more to offer :

    Work from Home You can get to work remotely fromanywhere 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 trustedweb-technology

    Getting in on the ground floor of an technologychanging company

  • Flexible Vacation
  • Thefuture is exciting.Ready?

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