Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do.
We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.
We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together.
Join our journey as we connect for a better future. Ready?
Your day to day :
Act as SME for the Problem and Escalation Management Enterprise Management team by demonstrating leadership and coordination skills combined with the ability to create and maintain a sense of urgency and to drive and resolve issues in a high-pressure and dynamic environment.
Provides coaching and support to the Problem and Escalation Management Enterprise team, ensuring they have clear directions and are able to drive complex Major Incidents and customer complaints.
With these activities, you will have a great impact on our business :
Manage and act as escalation point for problem and incident records (on a 24 / 7 on-call basis), 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 incident or escalation and problem analysis and resolution
Identifies, documents and communicates the Incident / Problem Reports with timeline, problem / incident description, root cause analysis, technical solution for fixing and preventing future potential problems in IT applications and systems.
Provide feedback, generate regular reports, analyze and identify trends for process improvement as required
Creates reports to measure the key performance indicators (KPIs) in regards to escalation management team; analyze reports and statistics to determine the proactive measures required
Initiates continuous measures to improve the incident and problem management processes and ensures that the process is implemented and executed by all process actors involved, documents rules, work instructions and guidelines.
Guarantees SOX compliance
With these skills, you are a great candidate :
Experience in Infrastructure Services ( IT Office ) , software , hardware, network ( Cisco , GSM, HSPA and LTE , CCNA , Network CS and PS )
Experience in communicating with customers
1 year experience in Major Incident or Problem Management
Fluency in English
Sounds like the perfect job? We’ve got even more to offer :
Work from Home You can have home office 2 days per week
Medical and dental services
Dedicated employee phone subscription
Special discounts for gyms and retailers
Annual Company Bonus
Ongoing Education we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills
You get to work with tried and trusted web-technology
Getting in on the ground floor of and technology changing company
Flexible Vacation Take time off when you need it, we trust you
Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded.
We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business.
We actively encourage everyone to consider becoming a part of our journey.