Vodafone

What you’ll do

• Execution of the enterprise Incident Management process, including management of incident queues, escalation as required to ensure that incidents are being resolved timely
• Develop usable reporting dashboards on JIRA for IT team members and Leadership.
• Develop and provide operational metrics for all incidents and problems including backlog, Mean Time to Repair, aging, status, root cause
• Provides input to Problem Management for the analysis of Incident data and identification of trends
• Management of SLA’s (Service Level Agreements) 
• Provide inputs to the Problem Management process to prevent repeat incidents and to minimize the impact to of incidents that cannot be prevented
• Provide data, input and commentary for reports relating to Incident Management
• Update Event News with the progress of the recovery
• Update management on the progress of the recovery, as required
• Initiate management escalations as necessary
• Manage the information distributed on the conference bridges established for communications during a critical event.

Who you are

• Advices and executes administrative activities of network operations including project initiations, system requirements, incident management and cost base management;
• operational excellence, solving problems through development of methods;
• Supports the team to deliver activities related to preventive maintenance, PW, acceptance tests;
• Conducts activities according to the highest level of operations standards in line with KPIs, (e.g. making sure planned outages don't exceed the given time limit):Effectively interacts with colleagues to ensure the availability, performance and scalability of the network systems and to support the achievement of the Network Operations strategy;
• Performs assigned tasks in line with process, updating internal parterns accordingly and ensures customer SLA delivery, service availability, quality and continuity assurance;
• Delivers tasks related to Customer Service assurance with focus on high availability, minimum restoration times and customer management;
• Provides support to maintain solid relations with vendors and partners;
• Uses administrative experience to plan, schedule, implement and test new services, new features and network expansions;
• Supports and contributes to the consolidation of the Service Assurance function for IT and Networks, (incidents, problems and change management) for both fixed and mobile;
• Understands the needs and contributes to ensure actions and escalations are routed/highlighted as necessary, (both internally and/or externally), to achieve service restoration, in case of faults;
• Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.

Not a perfect fit?

• Bachelor's degree in Business Management, IT or other related field.
• A minimum of 2 years of experience in a technical multi-discipline management.
• ITIL License/Certificate
• Strong knowledge of IT service management software including ITIL, ServiceDesk and JIRA.

What's in it for you

Wait for it: Our benefits!

We like to keep them flexible:

• Vflexy: Flexible Benefits Program
• Hybrid working kit
• Ergonomic kit allowance
• Digital meal voucher
• Flexible transportation allowance
• Employee assistance hotline & counselling
• Comprehensive and flexible private health insurance
• Discounted price deals for wide range of products & services

Plus, plenty more to enjoy!

Data Privacy

By applying for this job, you accept the Vodafone Privacy Policy. Please visit Privacy Policy web page at https://careers.vodafone.com/privacy-policy/turkey/ for further details

Get to know us

If you want to know more about us and what we do, then visit our website: www.vodafone.com.tr

https://www.vodafone.com.tr/insan-kaynaklari

Instagram: https://www.instagram.com/vodafonekariyer/

Youtube: https://www.youtube.com/user/VFTurkiye

This role has a #Hybrid working model