IT Quality Management Specialist

We are the leading technology recruitment and selection consultancy in Romania, working on highly specialized technologies for permanent and interim positions. Since our inception in 2001 as the first specialized IT recruitment agency in Romania we supported over 400 national and global clients in acquiring strategic IT talent for their business.

We are deeply passionate about technology and highly responsible about our work. We understand the pressure of the business and the fact that you need fast and quality results. Therefore we always go for the extra mile to deliver the best IT&C talent for your business, no matter how challenging the project may seem.

Core competencies, knowledge and experience:

Education: Academic level

Understanding of:
• Service and Helpdesk tools, processes and management practices
• Data Centre Products & Services
• Infrastructure Services (Office IT)
• Enterprise Application Services
• Consumer Application Services
• Key services support processes based on ITIL standards
• Customer management

Qualification / Experience:
• Experience in ITIL Management in general
• Very good knowledge of ITIL Incident Management
• Experience in customer communications
• Experience working in an technical IT environment
• Documentation of work group results and work streams
• Fluency in English

For one of our clients, Vodafone Romania, we are looking for a brilliant IT Quality Management Specialist.

The role main responsibility will be to:

• Process Control to ensure SOX, Quality and Security compliance for the VT-IS user management and incident management process.
• Quality Control to ensure customer satisfaction, initiation of improvement measures and hand over from incident into problem management. Operational integration of highly standardized service management environments with regards to Incident Management Processes and tools.
• Develop, define and implement operational requirements specification for monitoring, alarming, reporting, trouble ticketing, info management, escalation management, foundation data, etc., of FOS solutions.

Key accountabilities

Impact on the business
• Support the reorganization and modification of incident management processes.
• Initiates measures of improvement towards ITIL Manager.
• Drives, leads and executes continuous improvement of the processes and tools.
• Reduction of operational efforts by implementation of level zero support solutions.

Customer, supplier and third parties
• Supports all services hosted and supported by VT-IS.
• Supports the processing of measures for incident prevention.
• Hands over critical/major incidents to problem management for root cause analysis.
• Support SOX, Quality and Security compliance for the Incident Management and User Management Process by using defined test patterns and check criteria’s.
• Provide operational reporting data to Service Level Management and VT-IS Reporting.
• Process and Tracking of Customer-Complain Tickets.
• Create ad hoc Ticket reporting e.g. Ticket progression and Ticket handling.
• Performs data analysis regarding incidents.
• Ensure that the Incident Management process is up to date; implemented and being followed by all involved process members.
• Continuous controlling of ticket flow in regards of Incident Management Process.
• Quality check of Incidents and Requests to ensure completeness and content.

Leadership and teamwork
• Analyze reports and statistics in order to drive improvements.
• Cooperate in working groups and projects.
• Arrange special reports.