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Problem Management Support Engineer

Posting Country:  Egypt
Date Posted:  13-Apr-2021
Full Time / Part Time:  Full Time
Contract Type:  Fixed Term Contract

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

Role purpose: 
Problem Management Engineer is responsible for managing the lifecycle of all Problem Incidents within GDC services and to prevent future incidents.
Lead and Conduct Problem meetings for the Problem. Ensure Analysis and, Scope Definition, Detailed Timeframe and Milestones for all stakeholders are clarified, defined, tracked and reported on
Key accountabilities and decision ownership: 
•    Technical Operations
o    Opens, forwards, tracks and close problem tickets according to problem management process
o    Updates of tickets on request
o    Coordinates and moderates necessary problem meetings in case of difficulties or team overall problems
o    Actively involved in the hierarchical escalation processes for Problems 
o    Supports the processing of measures for problem prevention 
o    Participates in on demand meetings with customer and vendors
o    Checks finally the documentation of root cause, final solution and preventive measures
o    Guarantees SOX compliance
o    Achievement of  problem management KPI’s
o    Trains problem management process handling and interfaces
o    Maintains information about Known Errors and Workarounds. 
o    Share solution and prevented measurements with the support teams.
o    Transfer the knowledge to the new comers in Problem Mgmt. team.
Controlling 
o    Performs Data analysis regarding Major Incidents and Problems
o    Ensure that the Problem Management process is implemented and being followed by all involved process members
Proactive
o    Analyse reports and statistics in order to drive improvements
o    Cooperate in working groups and projects 
o    Arrange special reports 

Interfaces
o    Internals:
o    Operational teams
o    Service Desks
o    GDC Management
o    GDC Service Manager
o    Supplier
o    Externals:
o    Customer Service Desks
o    Customer Operations
o    Customer Problem Management
o    Customer Management
Typical Outputs 
o    SOX compliance
o    KPI compliance
o    Hierarchical escalation regarding GDC Management
o    Internal and external customer satisfaction
Core competencies, knowledge and experience [max 5]:
•    Willing to work according to the German calendar and to engage in oncall activities
•    Putting customer first, by delivering customers’ needs
•    Performing through our people by helping others, and take responsibilities for finding solution.
•    Delivering Results, and meeting deadlines.

Must have technical / professional qualifications: 
•    BSc Engineering or Computer Science
•    2-3 Years IT Experience or Field Related.
•    Good technical Knowledge 
•    Industry certification and technical skills. 
•    Excellent reporting and data analysis skills.
•    Expert control of tools of analysis and monitoring 
•    ITIL Foundation

Personal skills:
o    Excellent communication skills and presentation skills.
o    Excellence mind set striving to exceed expectations.
o    Time Management skills
o    Positive and motivational under pressure. Professional and approachable. A people person who can deal with a variety of people and customers at all levels with flair. An enthusiastic team player. Committed to working with their team to maintain a positive team spirit 
o    Confident negotiation and online documentation (throughout the negotiation) in German or English 
o    Problem Solving; Must demonstrate a methodical, analytical and clear approach to problems. Must be able to identify issues, offer solutions, and work with others to improve processes and procedures.
o    Capability to understand complex IT environments
o    Willing to travel and dealing with Global Environment 
o    Working on one’s own initiative
o    Solution oriented working
o    Creative Thinking 
o    Team oriented
o    Experience in moderation of meetings
o    Capability to handle escalations
o    Structural and analytical thinking
o    Capability to abstractions up to meta level

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.

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