Incident Management Technical Coordinator

4 settimane fa


Milano, Lombardia, Italia Vodafone A tempo pieno

Incident Management Technical Coordinator

The role will be part of Network Governance inside Local SAC structure in Vodafone Network Operations. The candidate has as main objective to perform governance activities in Network Operations, with focus on incident management, 3rd party management, carrier and vendor handling, reporting and performance monitoring, automation development. In the described scope, the successful candidate will be also able to perform analysis on trend of fixed and mobile network and manage new automation process and Kpi definition.

Key accountabilities and decision ownership

Manage incidental events providing detailed information about customers impacts on mobile and fixed network
Manage escalation process toward top management, 3rd party, carrier, vendor and other stakeholder
Manage and update network KPIs in the monitoring tools to improve anomaly detection
Stimulate innovation and implement digital solutions for business intelligence, bringing and taking forward new ideas in order to make process more effectives and efficient
Follow new projects, create procedure and manage External services

Key performance indicators

Manage incidental events with attention and precision.
Support business initiatives to improve NPS and TNPS across all different kind of products and to guarantee the best assurance
Develop new automation process/tools

Core competencies, knowledge and experience

Self-motivated individual with excellent organizational, presentation and with strong innovative analytical and insight focus
Good knowledge of Network Operation processes and architecture of fixed and mobile network.
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 language 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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