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OIT Incident Management Specialist

Vodafone

Posted on December 2, 2019

1 - 3 years Cairo - Egypt

Bachelor of Technology/Engineering(Computers). Any Nationality

Opening 01

Job Description

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The objective of this function is to increase stability and availability of OIT services and to improve user experience in case of a major incident by providing timely and effective communication to users and Vodafone senior management.
Major incidents in scope of this functions are all incidents of priority P1 or P2, and customer escalations.
• Ensure effective and timely incident communication to OIT management, customers, and stakeholders.
• Engage all relevant technical and operational teams towards removing the service impact and restoring the service
• Follow the business escalation hierarchy and appropriately escalate critical items that need business intervention.
• Manage and lead the technical calls for major incident where required
• Participate in business calls to inform the management with resolution progress and workarounds during major incidents
• Ensure documentation of workarounds, resolution and recovery actions.
• Drive root cause analysis and solution implementation by engaging with the relevant technical teams.

Perform incident analysis to identify clusters of incidents with common symptoms or root causes and initiate problem management for these
• Ensure that effective and efficient problem management is performed for all major incidents with customer impact

Preparing and managing change approvals and leading the meetings of the Change Advisory Board (CAB) for OIT

Ensuring appropriate functional and operational change assessment is provided in a timely manner to drive CAB decisions

Monitoring and controlling change execution and timely change documentation in Remedy

The responsibility to ensure effective and timely communication on change implementation and planned and unplanned service impact due to change implementation.
• The responsibility to coordinate changes impacting OIT services manages by other Group Technology departments.

creations and operations of ad-hoc reporting to support service improvements activities in OIT department

creations and operations of ad-hoc operativemanagement reports to allow a proper monitoring and measurement of OIT activities and services

maintenance of look-up configuration OIT specific (to be able to extend in reliable way the coverage of OIT KPIs also when the configurations are not available in structured way in some tool).
• The role will manage the initial report developments, possible periodical publication, necessary adaptive maintenances of the report requested to support OIT processes and teams.
job requirements
1 to 3 years


Telecom / ISP

IT Software

Desired Candidate Profile

B.Sc. in Computer , Telecommunications Engineering or Computer Science
• 3 / 4 year IT experience (Familiar with Reporting Activities)
• Excellent written and spoken English is a must.
• Organized for working in a global cooperative team environment.

knowledge of MS Excel, SQL and VBA scripting

data analysis and data representation skills

Very Good Back Ground Technical Knowledge

ITIL Certified is a Must.

Excellent communication skills and presentation skills.

Time Management skills
• Working under stress, Dynamic and Customer oriented

Keywords

OIT Incident Management Specialist

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Vodafone


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