Incident Manager

_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.

Core competencies, knowledge and experience:
• Mobile and Fixed Telecommunication background with functional experience (multinational, SSC)
• Fluent English and Spanish (additional language Italian, German is a plus)
• Analytical and problem solving skills
• Communication, negotiation, influencing and presentation skills
• Cross cultural sensitivity

Must have technical / professional qualifications:
• University degree in Telecom
• Telecom background: 3-5 years
• Stakeholder management

Role purpose:
• Ensure SLA compliance and unmatched customer experience for Incident Management process
• Coordinate P0-P3 incidents: event notification, resource mobilization and escalation during the recovery process
• Manage collaboration between all parties involved in the recovery process: GNOC 1st Line and 2nd Line, Field Service, Engineering, etc
• Coordinate Problem Management actions with OpCos and GNOC teams


Key accountabilities and decision ownership:
• Coordinate all parties involved in the P0-P3 incidents in order to match agreed SLAs
• Network Incident Management and Problem Management within SSC (Regional NOC) and third parties
• Network Incident and Problem Management process owner
• Network Incident Information Management – updates to Technology management: (TDO, Head of Local NW Ops., Technology Directors)
• Operates business hours but with designated 24x7 Incident Managers on a per country/cluster basis (On Call escalation) to be co-located with the 1st Line team

Sounds like the perfect job? We’ve got even more to offer:
• In this pandemic period we have 100% work from home for your safety. After this pandemic period we have 2 days work from home per week!
• 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 and technology changing company
• Flexible Vacation – Take time off when you need it, we trust you!
#_VOIS