NAO Escalation 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.

• Fluency in English, both written & spoken
• Have the ability to communicate in a technical and non-technical language
• ITIL V3.0 Foundation minimum
• Experience of leading/facilitating calls with technical and non-technical teams
• Experience in a problem management environment

• Create & Lead Post Incident review meetings following any High or Critical incident
• Following PIR Assign and track Corrective Actions
• Coordinate identification, planning, and implementation of resolving actions
• Manage problems through to permanent fix
• Ensure all problem reports (initial & closure) are managed within agreed SLAs
• Initiate continuous measures to improve the problem management process
• Ensure all correspondence are logged in 1ITSM Remedy
• Maintains information about Known Errors and Workarounds

• In this pandemic period we have 100% work from home for your safety.
• 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