Your role in a nutshell: 

To drive the efficiency and effectiveness of the incident management process, to drive client satisfaction through the delivery of a quality and timely service. To coordinate the processes and activities that focus on restoring service after an incident occured. To monitor the effectiveness of incident management and making recommendations for improvement. To ensure that all members of the team follow the incident management process. To manage internal and customer escalations regarding incidents across the Service Desk. To coordinate activities among support groups of various levels when needed, to resolve the incident, facilitate communication and coordination, and ensure adherence to Service Level Requirements. To provide high quality interface ensuring that customers are kept fully informed. Manage the trend analysis and identification of root cause of Problems, and ensuring that appropriate controls are in place to prevent reoccurrence.

What you’ll do:

To produce incident reports (internal/external), including Incident Management process & procedures
Oversees all incidents and service requests, manages high priority/ difficult/ escalated incidents for timely completion.
Answers support calls and logs tickets, assigns priority, owner and timescales.
Initiates problem process for identified problems, ensures correct execution of incident management processes.
Assigns and notifies an incident owner, including follow up and alarm management.
Supports and initiates the escalation process.
Recognizes and groups incidents for bulk resolution.
Liaises with internal partners and 3rd party providers, interacts with the customer, ensures that contractual SLAs are met.
Acts as SPOC between customers, suppliers, 3rd parties, internal departments for all incidents/ problems.
Monitors and assists support desk engineers/ agents in the incident/ escalation/ problem management process, identifies their training requirements and knowledge gaps. Focuses on quality assurance.
Is a focal point for resolution of issues, provides leadership and direction for customers as well as internal teams.
Promotes the visibility of the team’s achievements.
Contributes to the knowledge base (articles, FAQs, online database), implements and maintains a knowledge management system to be used by the service desk agents and technical engineers.
Creates, reviews and documents processes in line with ITIL framework.

What you will bring to the team:

support/ customer service/ helpdesk experience
good technical knowledge, experience in ISO 27001 & 9001
familiarity with logging systems (e.g. Remedy)
ITIL Foundation certificate (+ Service Operation certificate is desired)
experience of customer/ vendor relationship management
experience of Enterprise / Hosting Technology (desired)
fluent English
experience in a multi-system environment and in SSC (desired)
telecom experience, basic Networking & Telecommunications and mobile phone networking knowledge (desired)
computer skills (MS Office)
customer focus
problems solving skills
attention to detail

In return we provide you with:

A dynamic environment where innovative ideas are always welcome
A collaborative community where your professional goals and work are supported by a diverse team
Access to internal trainings through Vodafone University and external trainings via other providers
A supportive internal coaching and mentoring culture
Opportunities to participate in company activities and Vodafone Foundation events
Corporate assets including a laptop and mobile phone with Vodafone RED subscription (unlimited voice, text message, and data within the EU)
Cafeteria package
Private Medical Services
Employee Assistance Program to support your wellbeing and mental health
Life and accident insurance
You can work remotely overseas for 20 days a year
16 weeks fully paid parental leave. This applies to all non-birthing partners who become parents due to birth or adoption
You and your family members can enjoy several discounts from our partners
You will be working in a hybrid model, which means 3 days working from home with 2 days office visit per week

What you need to know about us

We are the engine that powers Vodafone around the world: our work impacts millions of people around the globe every day. If you want to experiment and learn fast, integrated into an international, multicultural and inclusive team, then _VOIS is the place for you.

#movewithus #_VOIS #VOISHU #LI-Hybrid