Posted
Ref: SP420-683
Job description / Role
Role Purpose
Lead the first line/SOC team responsible for the first line monitoring and SRs resolution for all IT and digital systems.
Key Accountabilities & Decision Ownership
- E2E service monitoring
- IT SRs handling
- First support in global issues
- Participate in migration projects
- Improve service availability
- First point of contact for customer queries and faults, responsible for managing technical inquiries and complains through ticketing system as well as emails to diagnose customer faults to resolution, whilst also maintaining accurate records within the CRM system.
- Fixing, troubleshooting and resolving issues to agreed service level agreements (SLA's)
- Developing and maintaining excellent stakeholders management and becoming a trusted source of advice
- Being on-site with customers when required
- Provide exceptional Service support to the business
- Provide solution(s)/work around(s) to incidents and problems
- Contribute to polices, processes and procedures.
Requirements
Core Competencies, Knowledge, and Experience
- High-level of strategic & critical thinking
- Leadership and Managerial skills
- Excellent Relationship management (Communication, Influencing, Presentation)
- Innovative & Responsible.
- Strong negotiation and vendor management skills
- Innovative and creative thinking for new ideas and solutions
- Strong operational understanding of information technology
- Good experience of leading teams
Must have technical / professional qualifications:
- B.SC of Engineering or Computer science.
- 5+ Years' Experience in Telecommunications Market
- Manage and Coach diversified team in a changing environment.
About the Company
At Vodafone, we are known for our technology, but the truth is, it is humanity that drives our business forward. With the global pandemic raising so many questions for tech brands, it has highlighted the leading role that we need to play.
We believe that, when working together, humanity and technology can find the answers and create a better future for all.
Working at Vodafone is all about helping people feel ready to benefit from new technology. We bring the future to even the most remote places, using technology to help families in disaster zones, showing young people that a phone is not just for fun and thinking about technology that doesn’t even exist yet.