Problem Management Specialist
Vodafone Limited
9 zile în urmă

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

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

Our Technologydepartment is focused on Enterprise Product and Services, InfrastructureManagement, 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 startedits operation in 2007. Now it serves as a Financial, Enterprise, BusinessIntelligence, HR and Sourcing HUB, continuously focusing on supporting andimproving processes in 29 countries and offering solutions to 150+ VodafoneEnterprise Customers.

Join us in Romania and in Hungaryand be part of our global team, supporting Vodafone clients around theworld.

Your day to day :

Responsible for the management ofproblems / defects identified in IT applications and systems (software,infrastructure, network) used by Vodafone customers and initiates actions toidentify and implement corrective and preventive technical solutions (modificationson IT applications and systems)

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

Manage problem records, related to IT applications and systems, in BMCRemedy database, creates, maintains, verifies and improves the known errordatabase and solution database

Analyze the technical issues encountered in the Incidents and Identifies thetechnical teams that need to be involved in the problem analysis and resolution

Assists the core team of technical members by using the Problem SolvingTechniques for identifying the root cause and solutions (hardware / software / process) and supports with the follow-

up of the technical implementation andthe results of the performed hardware / software / process changes

Identifies, documents and communicates the Problem Report with problemdescription, root cause analysis, technical solution for fixing and preventingfuture potential problems in IT applications and systems

  • Creates reports to measure the key performance indicators (KPIs) in regardsto problem management and quality of IT applications and systems;
  • analyzereports and statistics to determine the proactive measures required (proactiveproblem management)

    With these skills youare a great candidate :

  • Utilization of BMC Remedy for problem management
  • Management of problem recordsrelated toIT software and systems (software, infrastructure, and network) according toproblem management process.

    Proactive problem identification andmanagement according5WHYs methodologies, Fishbone, etc.

    Management of customer and operationalescalations

    Identify customer needs and deliversolutionsproposed for improving applications and IT systems to remedy theproblems / faults

  • ITIL
  • Experience in Infrastructure Services (ITOffice ) , software , hardware, network ( Cisco , GSM, HSPA and LTE , CCNA,Network CS and PS )

    Experience in communicating withcustomers

    Sounds like the perfectjob? 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 We’re at our best when you’re at yours
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