Devops Service Engineer-Smoc&Incident

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

We are looking for a Process Manager in IT Customer Complaints Management Team with experience in designing, building and managing ITIL Process’ to implement the best way to our process. You’ll provide expert guidance to source and integrate structured and unstructured process.

As an Incident Process Manager, you will work closely with the team and our stakeholders to build and deliver our process. You will be responsible for IT Incident Management Process and automations of incoming incidents.

1. 7/24 Operational Support Incident Management Process
2. Leading IT related customer incidents resolution processes
3. End to end reporting responsibility about IT Customer & System Incidents and Service Requests.
4. Attending and taking necessary actions for Internal and external audits for SOX, ISO and other audit types
5. Maintenance and new development responsibility on IT Incident Dashboards/ Automations and servers.

1. Technical Competencies:
- Bachelor's degree in Computer Science or a related field.
- Good knowledge of IT Incident Processes, IT infrastructure, databases, and software systems for Mobile and Fixed infrastructures.
- Proficiency in incident management and CRM tools.
- Advanced skills in utilizing Microsoft Office applications for various tasks.
- Proficient in Excel for data analysis, chart creation, and reporting.
- Knowledge of data analysis and visualization tools (PowerBI, Tableau etc) is a plus.
- Proficiency in database query and SQL knowledge.
- Knowledge of software development platforms and languages (PHP, Python, Javascript, HTML) is a plus.

2. Problem-Solving Skills:
- Ability to quickly and effectively identify and resolve issues.
- Maintain composure in emergency situations and prioritize effectively.

3. Communication and Follow-up Skills:
- Ability to communicate effectively within the team and stakeholders.
- Ability to articulate and escalate technical issues in a clear and understandable manner.
- Ability to track issues with stakeholders and lead resolution processes.

4. Incident Management Experience:
- Experience in incident management processes.
- Competence in recording, reporting, and evaluating incidents.
- Certificate of ITIL V4 is plus
- Experienced in continuous improvement and process management.

5. Collaboration and Teamwork:
- Ability to collaborate effectively with different teams.
- Coordination and solidarity within the team.

6. Additional Qualifications
- Good written and verbal in English
- Military services must be completed for male candidates

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

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!

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You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.

As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices.

Together we can.