TES Incident Management Engineer(Italian Speaker)_VOIS

Role purpose:

Ascertain sustainable solutions within the framework of Incident management process. Also, the analysis and evaluation of events in the context of incidents with a high failure penetration range, with the objective of sustaining service availability.

Key accountabilities and decision ownership :

• • Perform fault troubleshooting, identification and resolution for Vodafone Italy Enterprise Customers targeting (FCR) First call resolution.
  • Solve the Incident within the comply SLA and meet the agreed KPI.
  • Deal with different Internal Competence Teams, Carriers and 3rd Parties to solve the ticket when needed to solve the ticket within SLA.
  • Work on Shift basis 24*7 including weekends and public holidays on rotational basis.
  • Escalations analysis and follow up
  • TIM & System daily, monthly and weekly calls
  • NPS Analysis

Core competencies, knowledge, and experience:

• 1-3 years of experience in Troubleshooting and Network Operations in IP Complex Solutions
• Basic IP and Voice knowledge/ Experience in the area of Routing, Switching and IP services (DNS, DHCP, etc.)
• Excellent knowledge of Vodafone Italy fixed mobile and convergence products and the Vodafone portfolio tool is desirable.
• Excellent Customer Orientation and high communication Skills
• Fluent in Italian (Written and Spoken)- Minimum C1 Level
• Experience in Assurance/Operations teams.
• CCNA Certificate.
• Good Analytical Skills

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