Incident and Problem Mgmt Specialist
Vodafone Limited
Romania,Bucuresti
3 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 started itsoperation 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, weare offering hi-tech solutions to Vodafone clients in 6 European markets.

The Budapest based centre started itsoperation 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 Hungary and bepart of our global team, supporting Vodafone clients around the world.

Your day to day :

Responsible for the management ofproblems / defects / major incidents identified in IT applications and systems(software, infrastructure, network) used by Vodafone customers and initiatesactions to identify and implement corrective and preventive technical solutions(modifications on IT applications and systems)

With these activities youwill have a great impact on our business :

Manage and act as escalation point for problem andmajor incident records (on a 24 / 7 on-call basis), related to IT applicationsand systems, in BMC Remedy database, creates, maintains, verifies and improvesthe known error database and solution database

Analyzes the technical issues encountered in the Incidentsand Identifies the technical teams that need to be involved in the incident andproblem analysis and resolution

Assists the core team of technical members by usingthe Problem Solving Techniques

Identifies, documents and communicates the MajorIncident / Problem Reports with timeline, problem / incident description, rootcause analysis, technical solution for fixing and preventing future potentialproblems in IT applications and systems

Creates reports to measure the key performanceindicators (KPIs)

With these skills you are agreat candidate :

Utilization of BMC Remedyfor problem and incident management

Management of problem andincident records related to IT software and systems

Coordination and moderatingsessions with technical teams needed to solve major incidents / problems / defects in applications and IT systems

Proactive problemidentification and management according 5WHYs methodologies, Fishbone, etc.

Management of customer andoperational escalations

Identify customer needs anddeliver solutions proposed for improving applications and IT systems to remedythe problems / faults

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

  • Work from Home You can work 2 days per week from home
  • Medical and dental services
  • Life insurance
  • Dedicated employee phone subscription
  • Special discounts for gyms and retailers
  • Annual Company Bonus
  • Ongoing Education we continuously invest in you to ensureyou have everything needed to excel on the job and enhance your skills

    Flexible Vacation Take time off when you need it, we trustyou

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