Problem Management Specialist - Vodafone Shared Services

_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.

• Educated to degree level (or with equivalent professional experience), or relevant further qualification an advantage.
• Desire for personal and career development encouraged.
• Capability to operate in a changing environment
• Confidence to work with and provide appropriate challenge to senior individuals across various functions.
• Ability to influence, negotiate, persuade internal and external customers at all levels. - Proficient- 2 years.
• Strong communication and decision making skills – ability to balance conflicting interests - Proficient – 3 years.
• Proficient in English, verbal, written and face to face.
• Service Management experience and Knowledge of ITIL and eTOM processes - Proficient – 2 years.
• Ability to lead virtual teams.
• Proactive with a flexible and adaptable approach to work and a proven track record demonstrating being a team player, strong influence and relationship management skills, and customer centric.
• Ability to build and maintain strong on-going business relationships - Proficient – 2 years.

Role purpose:

To ensure co-ordinated investigations and analysis are progressed through to completion against a full range of incidents impacting Voge (and related UC) services
To facilitate identification of underlying root causes, ensure corrective actions and eradication measures are identified and implemented to minimise the risk of future impact on our customers and services.
To manage and drive support team engagement across multiple functions to deliver against action plans and investigations, ensuring known errors are identified and future disruptions are minimised in accordance with agreed service levels and KPI’s.
To build, maintain and utilise relationships and business processes between other OpCo and Problem Management functions.
To build and deliver effective communications, demonstrating strong knowledge of the English language to key stakeholder audiences.
Conduct analysis on incident data to identify new and repeating problem areas. To support the strategic priorities across VCNO Service Operations Centre, TS&O and in accordance to our Vision, Strategy & Execution.

Responsibilities:

• Review all in-scope incidents to identify the root cause, detail accurate impact statements and corrective action measures
• Ensure appropriate action plans to remediate root causes and take preventative measures
• Identify improvements to enhance Incident and Problem Management processes
• Ensure all work is carried out and documented in accordance with required standards, methods and procedures
• Delivery against core set of Problem Management performance indicators, as well as ensuring a maintained focus on the business impact of actions and activities
• Identify and document operational risks identified from Incidents, escalating to appropriate levels as required, and in accordance with local and wider risk processes
• Carry out trend analysis of Incident & Problem data to identify recurrent service issues, performance issues, or potential key work items.
• Manage the analysis of recurrent problems through the effective co-ordination of specialist support teams, departments and Suppliers to identify root causes and corrective actions.

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!

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.

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

Vodafone
Power to you