Role purpose:

Ensure SLA compliance and unmatched customer experience for Incident Management process
Coordinate P0-P3 incidents: event notification, resource mobilization and escalation during the recovery process
Manage collaboration between all parties involved in the recovery process: GNOC 1st Line and 2nd Line, Field Service, Engineering, etc
Coordinate Problem Management actions with OpCos and GNOC teams

Key accountabilities and decision ownership:

Coordinate all parties involved in the P0-P3 incidents in order to match agreed SLAs
Network Incident Management and Problem Management within SSC (Regional NOC) and third parties
Network Incident and Problem Management process owner
Network Incident Information Management – updates to Technology management: (TDO, Head of Local NW Ops., Technology Directors)
Operates business hours but with designated 24x7 Incident Managers on a per country/cluster basis (On Call escalation) to be co-located with the 1st Line team

Core competencies, knowledge and experience:

Mobile and Fixed Telecommunication background with functional experience (multinational, SSC)
Fluent English and Spanish (additional language Italian, German is a plus)
Analytical and problem solving skills
Communication, negotiation, influencing and presentation skills
Cross cultural sensitivity

Must have technical / professional qualifications:

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

In this pandemic period we have 100% work from home for your safety. After this pandemic period we have 2 days work from home per week!
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 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!

#_VOIS

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In acest moment, Vodafone Shared Services Romania angajeaza pe urmatoarele posturi:

Incident Manager