Problem and Incident Management Specialist - AVR0000H5

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REQUIRED SKILLS:
With these skills you are a great candidate:
* Utilization of BMC Remedy for problem and incident management
* Management of problem and incident records related to IT software and systems
* Coordination and moderating sessions with tech teams needed to solve major incidents in apps and IT systems
* Management of customer and operational escalations
* Knowledge of ITIL methodology
* Experience in Infrastructure Services ( IT Office ) , software , hardware, network ( Cisco , GSM, HSPA and LTE , CCNA , Network CS and PS )
* Fluency in English

Responsabilitati

Part of Vodafone Group, Vodafone Shared Services Romania is a center of excellence offering Technology, Customer Service, Fraud and Security Services to Vodafone clients from several markets around the world.

We've opened for business in Romania in 2014 and we have ambitious plans for growth. We’ve reached 800 colleagues and counting.

Vodafone Shared Services Romania is a welcoming place for everyone as we pride ourselves with offering genuine Global Experience.

Your day to day:
* Handle the management of problems/defects/major incidents identified in IT apps and systems (software, infrastructure, network) used by Vodafone customers
* Initiate actions to identify and implement corrective and preventive technical solutions

With these activities you will have a great impact on our business:
* Manage and act as escalation point for problem and major incident records (on a 24/7 on-call basis), related to IT applications and systems, in BMC Remedy database,
* Create, maintain, verify and improve the known error database and solution database
* Analyse the technical issues encountered in the Incidents and involve the appropriate tech teams in the incident and problem analysis and resolution
* Assist the core team of technical members by using the Problem Solving Techniques for identifying the workaround, root cause and solutions (hardware / software / process) and supports with the follow-up of the technical implementation and the results of the performed hardware/software/process changes
* Create reports to measure the key performance indicators (KPIs) in regards to problem and incident management and quality of IT applications and systems

And it would be nice to have experience in one or more of these fields:
* Proactive problem identification and management according 5WHYs methodologies, Fishbone, etc
* Experience in communicating with customers

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 a 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.

Alte informatii

To apply for this position, please use the following URL:
https://ars2.equest.com/?response_id=67b20a9b2a7a38c90f938ec1592ffba6