This is an outsourcing vacancy for _VOIS

Work Description:

• Fixed : 
  • Plan and implement sustainable solution within the framework of Fixed Fulfillment Process to support telecom Germany Business Solutions enterprise customers. 
• Incident : 
  • Establish sustainable solutions within the framework of Incident management process to support Vodafone Germany Business Solutions serving SMEs and Large Enterprise Customers. Also, the analysis and evaluation of events in the context of incidents with a high failure penetration range, with the objective of sustaining service availability.
• Participate in orders handling automation, tasks digitization , and process optimization & development with an ultimate objective of customer satisfaction .

Technical Responsibilities:

• Fixed 
  • Technically understands customer requirements, align and maps requirements into one (or more ) Technical Product Family , based on Internet and MPLS technologies ( Standard , Complex , Voice , Other .. ) with all it’s complications
  • Agree, build and implement IP and Voice fixed solutions using experience area of Routing , TCP/IP,  DSL , ISDN , VOIP , MPLS & Converged network , SD WAN , Voice Gateway and Infrastructure services , including any change of design with customer solutions
  • Coordinates Functional/Technical implementation of Carrier Technology Solutions including and not limited to ( Cable business , Copper solutions, Coaxial solutions , Fiber  & CFV business , .. )
  • Aligns with customer all basic/advanced pre-requirements of the technical solution implementation (i.e and not limited to : Switching Protocols , In-house cabling protocols , DC Access , DHCP & DNS services , PBX , .. )
• Incident 
  • Perform fault troubleshooting, identification and resolution for Vodafone Germany Enterprise   Customers targeting (FCR) First call resolution.
  • Solve the Incident within the comply SLA and meet the agreed KPI.
  • Deal with different Internal Competence Teams, Carriers and 3rd Parties to solve the ticket
• Use Automation and Digitization concepts to introduce customer products and services in a better controlled , monitored , and futuristic approach, and handles fresh ideas in a way that drives products or services forward  ( i.e and not limited to UiPath , Python , Power Automate,  Power Apps … )
• Fully align with agreed operational KPI’s with VF DE as well as customer satisfaction KPI’s ( i.e net promoter score )