Escalation Manager

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Angajator: Vodafone Intelligent Solutions (_VOIS)
Domeniu:
  • Telecomunicatii
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 01.08.2016
    Remote work: On-site
    Scurta descriere a companiei

    _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.

    Cerinte

    Your day to day:
    • Identify, log and track escalations and manage them through to resolution;
    • Escalation acknowledgment and logging, identification of the actions needed to solve them;
    • Regular updates and communication and root cause analysis of the underlying causes;
    • Ensure early resolution of incidents and issues through pragmatic escalation;

    With these activities you will have a great impact on our business:
    • Key point of contact for escalation management
    • Develop optimum solutions to resolve complex customer requirements and produce appropriate solution documents
    • Coordinate escalations and take full responsibility for the success of technical components of international delivery projects, delivering a differentiated customer experience
    • Establish professional relationships with key stakeholders and manage interfaces effectively

    Responsabilitati

    With these skills you are a great candidate:
    • University degree
    • At least 3 years of experience in dealing with large, corporate customers in a technical solution or consultancy role
    • Previous role in Incident or Problem management or crisis desk.
    • Technical knowledge of LAN Technology (Ethernet, WiFi), WAN Access Technology (Ethernet), IP Networking, Voice Networking
    • Basic or advanced knowledge in at least one or two of the following areas:
    o Unified Communications
    o Managed Services, Cloud / Hosting
    o Security
    o Mobile Data and Connectivity
    o Switching and routing technologies
    • Sound understanding of best practice in methodology, Telco business processes and frameworks (eTOM and ITIL) used to delivery complex solutions
    • Lean and Six-sigma knowledge of continuous improvement methodologies
    And it would be nice to have experience in one or more of these technologies/fields:
    • Experience in managing escalations, preferably gained in a large enterprise, multi-country and multi-product environment.
    • Telecoms background and experience
    • Excellent communication and interpersonal skills
    • Analytical and critical thinking; decisive innovative problem solving capability for complex issues.

    Alte informatii

    Sounds like the perfect job? We’ve got even more to offer:

    • Work from Home – You can get to work remotely from anywhere you choose!
    • 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 an technology changing company
    • Flexible Vacation – Take time off when you need it, we trust you


    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.
    We are welcoming all applications from the persons who have the legal right to work in Romania.

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