Incident Management Technical Coord.

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

The role will be part of Network Governance inside Local SAC structure in Vodafone Network Operations. The candidate has as main objective to perform governance activities in Network Operations, focusing on incident management, 3rd party management, carrier and vendor handling, reporting, and performance monitoring, as well as automation development. In this scope, the successful candidate will also perform analysis on trends of fixed and mobile networks and manage new automation processes and KPI definitions.

Key accountabilities and decision ownership

1. Manage incidental events providing detailed information about customer impacts on mobile and fixed networks.
2. Manage escalation processes toward top management, 3rd parties, carriers, vendors, and other stakeholders.
3. Manage and update network KPIs in the monitoring tools to improve anomaly detection.
4. Stimulate innovation and implement digital solutions for business intelligence, bringing and taking forward new ideas to make processes more effective and efficient.
5. Follow new projects, create procedures, and manage external services.

Key performance indicators

1. Manage incidental events with attention and precision.
2. Support business initiatives to improve NPS and TNPS across all different kinds of products and to guarantee the best assurance.
3. Develop new automation processes/tools.

Core competencies, knowledge and experience

1. Self-motivated individual with excellent organizational and presentation skills, with a strong innovative analytical and insight focus.
2. Good knowledge of Network Operation processes and architecture of fixed and mobile networks.
3. Strong time-management skills and comfort working under pressure.
4. Excellent communication and leadership skills.
5. Team working.

Must have technical / professional qualifications

1. Proven expertise in programming languages and report/monitoring tools.
2. Technical and learning-oriented approach with proven experience and recognized knowledge of architecting solutions for anomaly detection.
3. Degree in technical disciplines (engineering preferred).
4. Strong stakeholder relationships across all functions involved in the Network Operations & Customer Operations management process.
5. Fluent written and oral English.

Vodafone is committed to attracting, developing, and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognized and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.