Job Description

Description To coordinate and drive Customer Network Incidents and Vodafone IT infrastructure incidents based on the ITIL Incident Management framework in order to restore normal service operation as quickly as possible minimizing the disruption to businesses. To prepare an Incident report and drive improvement actions across the business in order to achievethe best possible levels of service quality and availability whilst developing best practices. #_VOIS Job Responsibility 1. Manage & Drive Telecommunication, Network & IT infrastructure escalated incidents 2. Support Major / Multiple incident management 3. Manage Incident progress & resolution communications 4. Establish Internal & external progress bulletins & Flash reports 5. Service incident reporting (SIR) 6. Incident progress & reason for outage/root cause if available 7. Suggest Improvement action assignment & tracking 8. Interface relationship management 9. Ad-hoc project ownership / input where incident management required 10. Monitoring the effectiveness of the incident management process and making recommendations for improvement 11. High impact as Service Incident Managers drives the high severity escalations of Enterprise customers 12. Interfaces with Customers, Suppliers & Third Parties 13. It needs Leadership capabilities and indeed should be team player Skills Any Graduate Understanding of Network/IT/Telecom Products ITIL Certification CCNA Certification Customer Service Skills Good written and verbal communication skills Intra/Inter personnel skills Strategic & Problem-Solving Skills Methodical and Logical Self-motivated Someone who has excellent attention to detail, and is able to provide accurate and consistent levels of working Act as an ambassador for Vodafone at all times Team Player

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