Problem Management Specialist

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Your day to day:

• Responsible for the coordination of the ITIL Problem Management activities. Ensures the identification and coordination of Problem Tickets throughout their lifecycle and oversees the overall process activities. 
• Implements improvement programs and insures an outstanding stakeholder management within the process.
   

With these activities, you will have a great impact on our business:

•    Oversees the Problem Coordination activities and ensures an outstanding communication with the stakeholders (problem coordinators – technical teams – customers)
•    Manages and assists the core team of technical members by using the Problem Solving Techniques for identifying the root cause and solutions (hardware / software / process) and supports with the follow-up of the technical implementation and the results of the performed hardware/software/process changes
•    Creates / reviews the detailed Problem Reports
•    Creates reports to measure the key performance indicators (KPIs) and creates improvement plans on weekly basis 
•    Initiates continuous measures to improve the problem management process and ensures that the process is implements and executed by all process actors involved, documents rules, workings instructions and guidelines. Guarantees SOX compliance
•    Managing problem records according to problem management process (recording, modification, monitoring, closure) and communicates the Problem Report with problem description, root cause analysis, technical solution for fixing and preventing future potential problems in IT applications and systems.
•    Key Performance Indicators report(KPIs) from BMC Remedy database using the query scripts 
•    SOX Compliance, ensuring the maximum satisfaction for internal and external customers by proposing technical solutions and implementing corrective and preventive
•    Documentation related to problem management (recommendations , work instructions, training material)

With these skills, you are a great candidate:

• Utilization of BMC Remedy / Other ticketing tool
• Very good understanding of the ITIL environment, especially the Problem and Incident management processes
• Coordination and moderating sessions with technical teams needed to solve problems / defects in applications and IT systems:
  •     identification and documentation of problems / defects root cause
  •     creation of Problem Report, identifying and approving the technical solution to the problem
  •     modification of applications and software solutions, IT systems that ensure correct operation
• Problem Solving techniques
• Experience in stakeholder management and operational escalations
• Proactivity in identifying improvement opportunities and ability to track and conduct improvement programs
• ITIL Foundation certification (or relevant experience)
• Good understanding of IT Infrastructure Services 
• Outstanding abilities in communicating with customers
• Experience in working with/within at least one ITIL processes
• MS Office (at least medium level) – MS Excel Advanced
   

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!

Sounds interesting? Apply!
#_VOIS

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.