IT Service Quality Assurance Expert

Vodafone Mobile Operations LTD

• 7 years of experience in relevant areas.
• Fluent in Speaking & Writing English
• IT/Technical experience.
• Leadership and entrepreneurial skills.
• Close working relationship with other Service Assurance Departments, Technology/IT, and relevant business units.
• Experience in working with multidisciplinary teams.
• Experience in the work with internal customers.
• Knowledge/certifications of standards like ITIL, COBIT, CMMI, ETOM
• Exceptional communication, customer interface and service orientation skills.
• Affinity with mobile communications technologies.
• Deep Stakeholder Management and Process Management skills.
• Thinks laterally & innovatively.
• Values and adapts to different cultures.
• Open, trustworthy & trusting.
• Understands the value of customers.
• Cost conscious: Manages cost while maintaining profitability.
• Positive & brave.
• Seeks opportunities to learn & develop.
• Takes personal responsibility.
• Can do approach and analysis to create value added results for customers.
• Focused: Rigorous, manages on time and resources.
• Goal Oriented: Sets & priorities challenging targets.
• Customer Oriented Approach.
• Analytical, sees the big picture, trends and important details.
• Inspires & influence stakeholders.
• Displays sound judgment, makes effective, timely decisions.
• Listens, understands and identify customer needs.
• Manages Change: Works effectively in a changing environment.
• Good Risk Management Skills.

İŞ TANIMI

• Accountability for Root Cause Analysis for major problems in IT domain.
• Makes suggestions and follow for improving performance and quality of IT systems by cooperating with related parties in the organization.

• Together with governing IT practices, processes and policies, ensuring qualitative service delivery, customer satisfaction and cost-effective service provision.
• Defines business level KPIs / Technical level KPIs.
• Establishes escalation mechanism for outages & performance degradations.
• Support and implementation of IT Services aim proactive monitoring as reflect of customer satisfaction with synthetic monitoring tools. ( IBM IT-CAM RRT ).

• E2E IT services quality management, accountability for inter-domain quality issues.
• Ensures business processes are delivered through technology services.
• Defined KPI targets are achieved and permanent solutions are applied to keep the quality level at desired level.
• Determine Non Functional Requirements subject to IT Vendor Agreements.
• Manages IT Quality Steering Committee Meetings starting from defining scope, preparation, presentation, actions definition and tracking.

• Identifying the improvement points and prioritizes them according to the effect to customer experience.
• NPS – Support.  Tracking the NPS effect of the achieved projects.