Incident Management Technical Coord.
6 mesi fa
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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