Responsible for the management of problems/defects/major incidents identified in IT applications and systems (software, infrastructure, network) used by Vodafone customers and initiates actions to identify and implement corrective and preventive technical solutions (modifications on IT applications and systems).
With these activities you will have a great impact on our business:
Manage and act as escalation point for problem and major incident records (on a 24/7 on-call basis), related to IT applications and systems, in BMC Remedy database, creates, maintains, verifies and improves the known error database and solution database;
Analyzes the technical issues encountered in the Incidents and Identifies the technical teams that need to be involved in the incident and problem analysis and resolution;
Assists the core team of technical members by using the Problem Solving Techniques for identifying the workaround, root cause and solutions (hardware / software / process) and supports with the follow-up of the technical implementation and the results of the performed hardware/software/process changes;
Identifies, documents and communicates the Major Incident / Problem Reports with timeline, problem/incident description, root cause analysis, technical solution for fixing and preventing future potential problems in IT applications and systems;
Creates reports to measure the key performance indicators (KPIs) in regards to problem and incident management and quality of IT applications and systems; analyze reports and statistics to determine the proactive measures required (proactive problem management);
Plans, reviews and tests the necessary upgrades of problem management module (BMC Remedy);
Initiates continuous measures to improve the incident and problem management processes and ensures that the process is implemented and executed by all process actors involved, documents rules, work instructions and guidelines. Guarantees SOX compliance;
Managing problem and incident records according to problem and incident management process (recording, modification, monitoring, closure) and communicates the Problem/Major Incident Reports with timeline, problem description, root cause analysis, technical solution for fixing and preventing future potential problems in IT applications and systems;
Key Performance Indicators report( KPIs) from BMC Remedy database using the query scripts;
SOX Compliance , ensuring the maximum satisfaction for internal and external customers by proposing technical solutions and implementing corrective and preventive;
Documentation related to problem and incident management (recommendations , work instructions, training material).
With these skills you are a great candidate:
Utilization of BMC Remedy for problem and incident management;
Management of problem and incident records related to IT software and systems (software, infrastructure, and network) according to problem management process;
Coordination and moderating sessions with technical teams needed to solve major incidents / problems / defects in applications and IT systems:
identification and documentation of workarounds / problems / defects root cause;
creation of Problem Report , identifying and approving the technical solution to the problem;
modification of applications and software solutions , IT systems that ensure correct operation;
Proactive problem identification and management according 5WHYs methodologies, Fishbone, etc.;
Management of customer and operational escalations;
Identify customer needs and deliver solutions proposed for improving applications and IT systems to remedy the problems / faults.
Experience in Infrastructure Services ( IT Office ) , software , hardware, network ( Cisco , GSM, HSPA and LTE , CCNA , Network CS and PS );
Experience in communicating with customers;
Fluency in English.
Sounds like the perfect job? We’ve got even more to offer:
In this pandemic period we have 100% work from home for your safety. After this pandemic period we have 2 days work from home per week!
Medical and dental services
Dedicated employee phone subscription
Special discounts for gyms and retailers
Annual Company Bonus
Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills
You get to work with tried and trusted web-technology
Getting in on the ground floor of and technology changing company
Flexible Vacation – Take time off when you need it, we trust you!