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Not Disclosed by Recruiter Openings: 1 Posted 5 days ago Job Applicants: Less than 10 Job Views: 318

Job Description

 
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    IncidentManagement

    Demonstrate leadership skills by coordinating and commun icating across various levels.

    Demonstrate an understanding or appreciation for ITILprinciples

    Ability to communicate effectively with customers

    Must be able to work well under pressure

    Must be conscientious and see problems through to completion with a high and individual emphasis on problem ownership

    Able to organize own time effectively on a daily and weekly basis with a highemphasis on efficient self- time management

    Mu st be able to demonstrate excellent customer- facing skills

    Role Pur pose:

    Ensure Service restoration

    End to End ownership of incidents which will include but not limited to communication, coordination with internal and external teams during the lifecycle of incident.

    SOX Compliance par ameters are met

    Increase visibility and communication of incidents tobusiness and supp ort teams.

    The Incident Manager will also:

    Provide release support on for ramp ing- upnew Local Markets and for major changes

    Participate in KPI measurement of the tea mand the team s processes

    Track and support the daily issue resolution by team

    Ensurethat documentation is kept up to date and SOX compliant

    Document key lessons- learnt

    Updatethe agreed proactive action documents (cookbooks)

    Responsible for managing the working relationship between V odafone and internal/ external systems and business partners from IT and process point of view to ensure effective issue resolution

    Build relationships withVodafone technica l support teams to ensure the appropriate level of support is provided by the p artner. Support them to undertake Root Cause Analysis

    Proactively help issue solving, initiate and track incident resolution for newly experienced issues

    Key accountabilities:

    Respo nsible for all operational management aspects of incidents between the Vodafone Group EVO solution and internal and external systems and partners.

    End- to- end ownership of the incidents , communication betw een business and support teams; issue resolution

    Responsible for coordinating and ensuring timely updatesto business

    Wo rk instructions / Cookbooks

    Escalation Management

    Improvement initiatives identified and imple mented

    Securing incidents are resolved within SLA

    Co- ordination with all support groups..

    Follow up of related CRQs / SAP tickets to ensure timely de livery.

    Openn essto experience

    Self- discipline

    Team player and able to express clearly and convincingly, bo th in speech and in writing

    Logical and analyti cal with great intellectual capacity

    &n bsp;

    Individual contributo r

    Shi fts starting from 9:30 am IST and Ending at 11:30 pm IST.

    On- call support (mandate)

    Essential:-

    &nbs p; Good communicator, speak and write excellent E nglish. Able to communicate at various levels

    &n bsp; Service oriented and customer focused with good communication skills

    &nbs p; Logical and analytical with great intellectual capacity

    Team player a nd able to express clearly and convincingly, both in speech and in writing

    &nb sp; High level of accuracy and attention to detail

    Proactive attitude with goo d time and workload management skills. Able to recognise and pick up own tasks individually

    Abilitytowork in com plex matrix organisation structures

    ; Cultural awareness and ability to adapt to differing sensitivities

    &nbs p; Good MS knowledge(Excel, PowerPoint, Word)

    Desired :-

    &nbs p; ITIL experience, or experience working in a mu ltinational organization with multiple (internal and external) support teams.

    ; Understanding of a ticketing system (Remedy is preferred)

    Desired:

    ITIL experience, or experience working in a multinational organization with multiple (internal and external) support tea ms.

    Excellent Communications Skills

    Not applicable



    B.E./ MCA/ MBA/ C.A.

    &nb sp;

Salary: Not Disclosed by Recruiter

Industry: Telcom, ISP

Functional Area: IT Software - Application Programming , Maintenance

Role Category:Programming & Design

Role:System Analyst

Employment Type: Permanent Job, Full Time

Preferred Keyskills

Keyskills

Education-

UG: B.Tech/B.E. - Computers

PG:Post Graduation Not Required

Company Profile:

Vodafone India Limited

At Vodafone India, our customers are at the heart of everything we do. That??s why over 194 million Indians have chosen to stay connected with us.Our knowledge of global best practices along with our deep exposure to local markets has made us leaders in the telecommunications industry. Since commencing operations in 2007, we have consistently been awarded for our best- in- class network, powerful brand, unique distribution and unmatched customer service. Whether an individual or enterprise, our customers always receive world- class services that cater to their needs
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