Problem Management Coordinator
_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.
• English – advanced level
• Analytical thinking
• Leadership abilities
• Experience in leading technical or non-technical meetings
• Customer oriented
• Excellent team work abilities
• Excellent communication and presentation skills.
With these activities you will have a great impact on our business:
• Technical Operations
o Opens, forwards, tracks and close problem tickets according to problem management process
o Updates of tickets on request
o Coordinates and moderates necessary problem meetings in case of difficulties or team overall problems
o Actively involved in the hierarchical escalation processes for Problems
o Supports the processing of measures for problem prevention
o Participates in on demand meetings with customer and vendors
o Checks finally the documentation of root cause, final solution and preventive measures
o Guarantees SOX compliance
o Achievement of problem management KPI’s
o Trains problem management process handling and interfaces
o Maintains information about Known Errors and Workarounds.
• Key performance indicators:
o Operate and Delivery Services according to SLA.
o Resolve Tickets according to SLA
o Achieve Customer Satisfaction
o Ensure environment stability
• WFH - Hybrid approach
• 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!