Your day to day:

Responsible for the management of defects/incidents/escalations identified in IT applications and systems (software, infrastructure, network) used by Vodafone customers and initiates actions to identify and implement corrective and preventive technical solutions (modifications on IT applications and systems).

With these activities you will have a great impact on our business: Manage and act as escalation point for problem and incident records (on a 24/7 on-call basis), related to IT applications and systems, in BMC Remedy database, creates, maintains, verifies and improves the known error database and solution databaseAnalyzes the technical issues encountered  in the Incidents and Identifies the technical teams that need to be involved in the incident or escalationIdentifies documents and communicates the Incident with timeline, problem/incident description, root cause analysis, technical solution for fixing and preventing future potential problems in IT applications and systems.Creates reports to measure the key performance indicators (KPIs) in regards to incident management and quality of IT applications and systems; Initiates continuous measures to improve the incident management processes and ensures that the process is implemented and executed by all process actors involved, documents rules, work instructions and guidelines. Guarantees SOX compliance With these skills you are a great candidate: Utilization of BMC Remedy incident managementManagement of incident records related to IT software and systems (software, infrastructure, and network) according to incident management process.Coordination and moderating sessions with technical teams needed to solve incidents / defects in applications and IT systems : Identification and documentation of workarounds / defects, creation of  Incident Report Modification of applications and software solutions , IT systems that ensure correct operation, management of customer and operational escalations. Identify customer needs and deliver solutions proposed for improving applications and IT systems to remedy the problems / faults Must have technical / professional qualifications: BMC RemedyITIL Experience in Infrastructure Services ( IT Office ) , software , hardware, network ( Cisco , GSM, HSPA and LTE , CCNA , Network CS and PS )Fluency in German and EnglishSounds like the perfect job? We’ve got even more to offer: Hybrid way of workingMedical and dental services Life and hospitalization insurance Dedicated employee phone subscription Take control of your benefits and choose any of the below options: meal tickets/private pension/vacation vouchers/cultural vouchers within the budget.Special discounts for gyms and retailers Annual Company Bonus Loyalty ProgrammeWe let you write your own story: go for a trip, experience new things, have fun and enjoy your 23 vacation days.Special Paternal Program - 4 months of paid paternity leave

We recognize and celebrate the importance of diversity and inclusivity in our workplace so that we are as diverse as the customers and communities we serve. We do not tolerate any form of discrimination especially related to but not limited to race, color, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social or marital status.

 

Worried that you don’t meet all the desired criteria exactly? We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. So, if you’re excited about this role but your experience doesn’t align exactly with every part of the job advert, we encourage you to apply as you may be just the right candidate for this role or another role, and our recruitment team can help see how your skills fit in.