Incident Management Technical Coordinator Position

3 settimane fa


Milano, Lombardia, Italia Vodafone A tempo pieno

Incident Management Technical Coordinator Role

The role will be part of the Network Governance structure within Vodafone Network Operations. The key objective is to perform governance activities in Network Operations, focusing on incident management, 3rd party management, carrier and vendor handling, reporting, and performance monitoring, as well as automation development.

Key Accountabilities and Decision Ownership

• Manage incident events providing detailed information about customer impacts on mobile and fixed networks
• Manage the escalation process toward top management, 3rd parties, carriers, vendors, and other stakeholders
• Manage and update network KPIs in monitoring tools to improve anomaly detection
• Stimulate innovation and implement digital solutions for business intelligence, bringing forward new ideas to make processes more effective and efficient
• Follow new projects, create procedures, and manage external services

Key Performance Indicators

• Manage incident events with attention and precision
• Support business initiatives to improve NPS and TNPS across all different kinds of products and guarantee the best assurance
• Develop new automation processes/tools

Core Competencies, Knowledge, and Experience

• Self-motivated individual with excellent organizational, presentation, and strong innovative analytical and insight focus
• Good knowledge of Network Operation processes and architecture of fixed and mobile networks
• Strong time-management skills and being comfortable working under pressure
• Excellent communication and leadership skills
• Team working

Must-Have Technical/Professional Qualifications

• Proven expertise in programming languages and report/monitoring tools
• Technical and learning-oriented approach with proven experience and recognized knowledge of architecting solutions for anomaly detection
• Degree in technical disciplines (engineering preferred)
• Strong stakeholder relationships across all functions involved in the Netw Op. & Cust. Op management process
• Fluent written and oral English



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