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Incident Management Specialist

Posting Country:  Hungary
Date Posted: 
Full Time / Part Time:  Full Time
Contract Type:  Permanent

Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do. We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.

We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together.

Join our journey as we connect for a better future. Ready?

Vodafone Intelligent Solutions supports Vodafone.
We maximise value by providing next generation services across
Sales, Marketing, Human Resources, Financial Operations, Legal and Commercial Operations.
In Budapest, our team of 1,300 colleagues from 32 different nationalities supports 25 countries.

What’s it like to work here?
Come and find out by joining us as a
Incident Management Specialist


 Your role  in a nutshell: You will be responsible for driving the efficiency and effectiveness of the incident management process, to drive client satisfaction through the delivery of a quality and timely service. Furthermore, you will coordinate the processes and activities that focus on restoring service after an incident and monitore the effectiveness of incident management and making recommendations for improvement.

Why you will love your job:
•    Providing high quality, responsive, proactive interface during any incident, especially in major outages
•    Coordinating activities between multiple ‘n’ levels support groups to ensure adherence to Service Level Requirements where multiple groups are needed to resolve major incidents
•    Improving NPS score by improved satisfaction / feedback from customers on performance, compliance and improvement of the major incident management and support process
•    Delivering  the incident management process by proactively analysing data from the call logging system and monitoring systems to identify trends and problems
•    Act as the single point of contact between customers, suppliers, third parties as well as internal Vodafone departments for all Major Incidents
•    Performing trend and root cause analysis, ensuring that improvement plan and control are in place to prevent reoccurrence
•    Monitoring and assisting support desk engineers agents in the Incident Management, Escalation and Problem Management process
•    Creating, reviewing and documenting processes in line with ITIL framework, and other industry best practices
•    Supporting Capacity and Performance Management activities

What you will bring to the team:
• 2+  years of experience in customer service / helpdesk field
• Telecom/ technical experience and Networking & Telecommunications, mobile phone networking knowledge (Cisco based networking)
• Familiarity with logging systems (e.g. Service NOW)
• ITIL Foundation certificate / Service Operation certificate
• Good MS Office knowledge
• Fluency in English
• Excellent customer / vendor relationship management skills
• Readiness to work in “on calls" when business requires

The benefits you will enjoy:
• a dynamic environment where innovative ideas are always welcome;
• a collaborative community where your professional goals and work are supported by a diverse team;
• access to internal trainings through Vodafone University and external trainings via other providers;
• a supportive internal coaching and mentoring culture;
• opportunities to participate in company activities and Vodafone Foundation events;
• corporate assets, including a laptop and mobile phone with Vodafone RED subscription; and
• flexible working hours

To ensure our colleagues’ safety we continue working from home 3-4 days/week in the long run.

#movewithus #_VOIS

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised 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.