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IT Incident Management Specialist
Vodafone Mobile Operations LTD

İstanbul(Avr.), İstanbul(Asya)

İş Yerinde

Job Type

Full-Time

Position Level

Specialist

Department

Technology

Application Count

94 application

Job Type

Full-Time

Position Level

Specialist

Application Count

94 application

Department

Technology

QUALIFICATIONS AND JOB DESCRIPTION

Vodafone, one of the largest telecommunications companies in the world, has mobile operations in 26 countries (partnering with mobile networks in 55 more) and fixed broadband operations in 17 markets, serving 446 million mobile customers and 12 million fixed broadband customers around the world. Vodafone is strongly committed to lead the digital transformation in the Turkish Market, where the company has been operating and investing heavily since 2006.

B.Sc. in Computer Science or Information Technology
IT/Technical experience in the area of TelCo
Minimum 1-2 years of experience in Siebel, OSM, Tibco or Kenan, or other billing processes
Experience in SQL, Unix, Oracle, mobil internet and online services
Minimum 1-2 years of experience in relevant areas
Knowledge/certifications of standards like ITIL, COBIT or e-TOM
Preferably good command of English
Good understanding of corporate IT policies, procedures and standards
Proven experience in the work with internal customers
Knowledge of Service Level Concept
Good customer relationship skills, customer focused and good sense of responsibility
Good verbal and written communications skills
Good conflict and stress management & good negotiation skills
Analytical skills; ability to identify problems and note trend

İŞ TANIMI

We are seeking an IT Incident Management Specialist with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting to IT Service Desk Senior Manager of Vodafone Turkey.

Responsible in the effective and efficient resolution of incidents to ensure value for the complete VFTR IT organization including communication with users and all relevant IT Service owners
The owner of incident management process who wil perfrom a proper incident management for our customers, including first line investigation and diagnosis
Resolving incident requests via trouble ticketing software to automate issue tracking is the key functionality
Effective communication of incidents between user/customer and service provider
Escalates and prosecutes the customers incidents in order to ensure the permanent problem solutions
Identifies impact and urgency of incidents, prioritize the incidents,
Identifies major incident and inform Incident Manager if necessary
Identifies appropriate assignment (including binding them to the existing problems or requests, if applicable)
Assigns unresolved incidents to the appropriate expert/service owner
Updates the incident reporting system with resolution information
Correction of erroneous data by intervention and workarounds
Provides effective resolution to the incident in accordance with the priority service level
Identifies resolved incidents as candidates for inclusion in the Knowledge Repository
Ensures and resolves MNP (Mobile Number Portability) related incidents and problems (e.g. Port-in, Port-out problems), prioritize & escalate them and provide communication with the other operators
Responsible for appropriate reporting about IT service incidents for the Technology management as well as related business units
Ensures completeness and integrity of information collected to conduct daily operations
Supports the Incident Manager by managing records and providing process related reports
The owner of reports KPIs (Key Performance Indicators) and SLAs/OLAs (Service Level Agreements/Operation Level Agreements) for reliable and sustainable service delivery
The role is accountable and responsible to perform ITIL lifecycle process Plan-Do-Check-Act (PDCA) and activities in order to improve the Design, Transition and Operation of services.
Follows new and changed policies
Creates value to customers through better design, introduction and operation of essential services
Identifies problems and improves suggestions to the Incident Management Process Owner