Role purpose:
Ascertain sustainable solutions within the framework of Incident management process. 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.
Key accountabilities and decision ownership :
- Perform fault troubleshooting, identification and resolution for Vodafone Italy 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 when needed to solve the ticket within SLA.
- Work on Shift basis 24*7 including weekends and public holidays on rotational basis.
- Escalations analysis and follow up
- TIM & System daily, monthly and weekly calls
- NPS Analysis
Core competencies, knowledge, and experience:
- 1-3 years of experience in Troubleshooting and Network Operations in IP Complex Solutions
- Basic IP and Voice knowledge/ Experience in the area of Routing, Switching and IP services (DNS, DHCP, etc.)
- Excellent knowledge of Vodafone Italy fixed mobile and convergence products and the Vodafone portfolio tool is desirable.
- Excellent Customer Orientation and high communication Skills
- Fluent in Italian (Written and Spoken)- Minimum C1 Level
- Experience in Assurance/Operations teams.
- CCNA Certificate.
- Good Analytical Skills
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