Incident Management Technical Coord.

Vodafone Group Plc; Pavia; In loco; EUR 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

A leading company in telecommunications is seeking an Incident Management Technical Coordinator to manage incident governance within Network Operations. The successful candidate will enhance operations through effective incident management, stakeholder engagement, and the implementation of innovative automation solutions. This role requires a degree in technical disciplines and expertise in programming and reporting tools.

Competenze

• Proven expertise in programming languages essential.
• Experience in architecting solutions for anomaly detection required.
• Fluency in English necessary.

Mansioni

• Manage incident events, providing detailed customer impact reports.
• Develop new automation processes and tools.
• Stimulate innovation and implement digital solutions.

Conoscenze

Organizational skills

Analytical skills

Time management

Communication

Leadership

Team-oriented

Formazione

Degree in technical disciplines (engineering preferred)

Strumenti

Programming languages

Reporting/monitoring tools

Descrizione del lavoro

Incident Management Technical Coordinator

The role will be part of Network Governance within the Local SAC structure in Vodafone Network Operations.

The main objective of the candidate is to perform governance activities in Network Operations, focusing on incident management, third-party management, carrier and vendor handling, reporting, performance monitoring, and automation development.

The successful candidate will also analyze trends in fixed and mobile networks and manage new automation processes and KPI definitions.

Key accountabilities and decision ownership

• Manage incident events, providing detailed information about customer impacts on mobile and fixed networks.
• Manage escalation processes toward top management, third parties, carriers, vendors, and other stakeholders.
• Manage and update network KPIs in monitoring tools to improve anomaly detection.
• Stimulate innovation and implement digital solutions for business intelligence, fostering new ideas to make processes more effective and efficient.
• Follow new projects, create procedures, and manage external services.

Key performance indicators

• Manage incident events with attention and precision.
• Support business initiatives to improve NPS and TNPS across various products, ensuring the best service quality.
• Develop new automation processes and tools.

Core competencies, knowledge, and experience

• Self-motivated individual with excellent organizational, presentation, and innovative analytical skills.
• Good knowledge of network operation processes and architecture of fixed and mobile networks.
• Strong time-management skills and ability to work under pressure.
• Excellent communication and leadership skills.
• Team-oriented attitude.

Required technical / professional qualifications

• Proven expertise in programming languages and reporting / monitoring tools.
• Technical and learning-oriented approach with experience in architecting solutions for anomaly detection.
• Degree in technical disciplines (engineering preferred).
• Strong stakeholder relationship management across all functions involved in network operations and customer operations.
• Fluent in written and spoken English.

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