İş Yerinde
İş Yerinde
Job Type
Full-Time
Position Level
Specialist
Department
Technology
Technology
Application Count
94 application
Job Type
Full-Time
Position Level
Specialist
Application Count
94 application
Department
Technology
QUALIFICATIONS AND JOB DESCRIPTION
- 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
- 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
Preferred Candidate
Teknoloji Uzmanı pozisyonu ile ilgili daha detaylı bilgi almak ya da diğer iş fırsatlarını incelemek için aşağıdaki sayfaları inceleyebilirsiniz.
Teknoloji Uzmanı Teknoloji Uzmanı Maaşları Teknoloji Uzmanı Nasıl Olunur? Teknoloji Uzmanı Nedir? Teknoloji Uzmanı İş İlanlarıHakkımızda
About Vodafone: Every great brand stands for something and at Vodafone we exist to connect for a better future. At Vodafone, our people live the bran
Şirket Sayfasına GitŞirketin Aydınlatma Metni
Detaylı BilgiTeknoloji Uzmanı pozisyonu ile ilgili daha detaylı bilgi almak ya da diğer iş fırsatlarını incelemek için aşağıdaki sayfaları inceleyebilirsiniz.
Teknoloji Uzmanı Teknoloji Uzmanı Maaşları Teknoloji Uzmanı Nasıl Olunur? Teknoloji Uzmanı Nedir? Teknoloji Uzmanı İş İlanları