Incident Management Specialist Milano

Incident Management Specialist
Milano
Lombardia, Milano

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Overview of the role and main focus The role will be part of Network Governance inside Local SAC structure in Vodafone Network Operations.

The candidate has as main objective to perform governance activities in Network Operations, with focus on incident management, 3rd party management, carrier and vendor handling, reporting and performance monitoring. In the described scope, the successful candidate will be also able to perform analysis on trend of fixed and mobile network and manage 1st level monitoring performance.

Key responsibilities: • Manage incidental events providing detailed information about customers impacts on mobile and fixed network.

• Create report on incident and planned events by collecting information from several internal and external team.

• Update existing operation procedure and create new ones to respect business requirement or request from Auditor.

• Manage escalation process toward top management, 3rd party, carrier, vendor and other stakeholder.

• Monitor the main kpis on the network.

• Manage performance of 1st line DNOC.

• Support and propose new idea of automation in network operation area to speed up analysis on customers impacts • Establish a good network for both internal and external stakeholders  Key performance indicators: • Manage incidental events with attention and precision.

• Manage carrier and vendor performances  Core competencies, knowledge and experience: • Strong ability in Project Management and Activity Governance.

• Strong ability in problem solving.

• Good knowledge of Network Operation processes and architecture of fixed and mobile network.

• Ability to interact with different Vodafone teams, organizing and leading meetings with them.

• Ability to manage software development and propose new solution • Ability to build detailed and clear reports and present them to the Management.

• Ability to manage multiple projects and changing priorities.

Must have technical / professional qualifications: • High school degree or higher education • Proactivity and capacity to manage own activities independently.

• Ability to collaborate in virtual and international teams • Fluent in English with ability to communicate at all levels.

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