NAO Escalation & Problem Management

NAO Escalation & Problem Management job description: manage problems, defects, major incidents, and escalations within IT, network, and complex software solutions used by enterprise customers. Ensure seamless connectivity and smart automation across the Vodafone Global IoT platform.

Requirements

• Act as the escalation point for major incident records on a 24/7 on-call basis for IoT IT applications and systems.
• Maintain and improve the known error and solution databases in BMC Remedy.
• Analyse technical issues during incidents and coordinate technical teams for resolution.
• Drive incident-solving techniques to identify impact, workaround, root cause, and solutions, and communicate implementation plans.
• Document and share post-major incident reports, including root cause analysis and technical solutions.
• Initiate and implement continuous improvements in escalation management processes, including rules and guidelines.
• Generate reports, analyse trends, and provide feedback for process optimisation.

Benefits

• Hybrid way of working: 2 days per week/ 8 per month
• Medical 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
• Ongoing Education
• Special Paternal Program - 4 months of paid paternity leave