Operational TL Incident & Escalation Management at Vodafone

Job Category: Operational TL Incident & Escalation Management at Vodafone
Job Type: Full Time
Job Location: Bucharest

Brief description of the company

Technology is a playground for ideas!
Vodafone Shared Services Romania is the place to make them come to life.
If you want to invest more in a career rather than just a job,
Meet us, Join us, Grow with us!

We stay hungry and true to our core values by recruiting people who are fun, passionate, open, and question everything.
Reflect on what your motivation is to come on board! We’re eager to hear your story.

We live and thrive in an ever-changing environment where creativity and productivity are key, within working hours, of course.


Requirements

• Management of customer and operational escalations
• Strong teamwork capabilities with other teams, stakeholders, project management and service operations
• Identification of customer needs and deliver solutions proposed for improving applications and IT systems
• Continual service improvement background
• Management of problem records related to IT software and systems (software, infrastructure, and network) according to problem management process.
• ITIL framework (Service Operation & CSI)
• Experience in IT Infrastructure Services ( software , hardware) and/or network ( Cisco , GSM, HSPA and LTE , CCNA , Network CS and PS )
• Lean and Six Sigma knowledge
• Fluency in English

Responsibilities

• Accountable for management and coordination of Incident & Escalation Management Team.
• Act as SME 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.
• Responsible on 24/7 basis(on-call) for the management of problems/defects/incidents/escalations 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).

• Provides coaching and support to the Incident and Escalation Management team, ensuring they have clear directions and are able to drive complex Major Incidents and customer complaints.
• Drive employee engagement through increasing their capability to identify and deliver improvements to move from “Good” to “Great”.
• Ensure high performance of the team by organizing team activities, setting, monitoring and evaluating specific objectives
• Regular reviews on team activity, follow-up on procedure’s applicability.
• Monitor and propose actions to ensure the delivery of the objectives for the team according to business agreements.
• 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
• Initiates continuous measures to improve the Incident and Escalation 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

If interested, please apply at Operational TL Incident & Escalation Management at Vodafone (hipo.ro)

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