IT Problem Management Specialist - Vodafone SSC Romania

_VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 6 locations: Albania, Egypt, Hungary, India, Romania, and the UK.

Over 26,000 highly skilled individuals are dedicated to being Vodafone Group’s partner of choice for talent, technology, and transformation. We deliver the best services across IT, Care, Business Intelligence Services, HR, Finance, Supply Chain, HR Operations, and many more. Established in 2006, _VOIS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.

_VOIS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees’ growth and enables them to create positive impact for themselves and society. We do not discriminate based upon age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, and national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.

Education: Academic level

Typical outputs
-Up to date Problem Process model;
-SOX compliance;
-KPI compliance;
-Hierarchical escalation regarding VT IS Management;
-Internal and external customer satisfaction;
-Process conformal handling of all Problem Tickets;
-Problem Reports;
-Problem process related documentation (guidelines, working instructions, trainings material);

Understanding of:
-Service and Helpdesk tools and processes practices;
-Data Centre Products & Services;
-Infrastructure Services (Office IT);
-Web, enterprise. ERP and consumer application services;
-Key services support processes based on ITIL standards;

Qualification / Experience:
-Experience in ITIL Management in general;
-Very good knowledge of ITIL Problem Management;
-Experience in moderation of high business meetings (Management, Local Markets and Partner);
-Experience in customer communications;
-Fluency in English;

Responsibilities:

Impact on the business
-Supports the reorganization and modification of problem management process;
-Initiates measures of improvement towards ITIL Manager;
-Assists in the continuous improvement of the processes;
-Trains problem management process handling and interfaces;
-Documents rules, working instructions and guidelines;
-Adapts process requirements into ARS problem application;

Customer, supplier and third parties
-Opens, forwards, tracks and close problem tickets according to problem management process
-Coordinates and moderates necessary problem meetings in case of difficulties or team overall problems;
-Ensures execution of cost and benefit evaluation of any problem;
-Actively involved in the hierarchical escalation processes for Problems;
-Supports the processing of measures for problem prevention;
-Participates in on demand meetings with customer and vendors;
-Checks finally the documentation of root cause, final solution and preventive measures;
-Plans, tracks and tests ARS problem application adaption�s;
-Guarantees SOX compliance;
-Achievement of internal problem management KPI�s;
-Performs Data analysis regarding Major Incidents and Problems;
-Ensure that the Problem Management process is implemented and being followed by all involved process members;
-Maintains, checks and improve the known error and solution database;
-Analyze reports and statistics in order to derive improvements
-Arrange special reports for Management, Local Markets and Partner;

Leadership and teamwork
-Cooperate in working groups and projects:
*Internal VT IS interfaces mainly to
Operational teams
Service Desks
VT IS Management

-External VT IS interfaces mainly to
Customer Service Desks
Customer Operations
Customer Problem Management
Customer Management

What we offer:
• Private medical and dental care insurance;
• Life insurance;
• Dedicated employee phone subscription;
• Special discounts for gyms and retailers;
• Project specific training;
• A youthful and multicultural working environment with dedicated professionals and great development opportunities.

Don’t miss this unique opportunity to enjoy a high challenging profile role, to progress in your career and to develop experience within a world leading and multinational organization.

Vodafone Shared Services Center is part of a Global Services Center and will cater for Vodafone operations in different countries, as well as for the Vodafone Group. Our success comes from the outstanding people that make it happen for our customers every day!

We’re at our best when you’re at yours!


Vodafone
Power to you




***NOTE: We thank all those who apply; however, only those selected for further consideration in the selection process will be contacted.

Due to current immigration restrictions, we are welcoming applications from the persons who have the legal right to work in Romania.