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Vodafone Shared Services India
Thanks for your interest in the Infrastructure Engineer position. Unfortunately this position has been closed but you can search our 2,276 open jobs by clicking here.

Primary Skills : Communication Skills and Technical Skills

 

Key accountabilities (Role Description)

·         Initiate escalation procedures to ensure Service Level Agreements are met

·         Manage customer issues through to closure

·         Create and send out alerts and other customer communications as required

·         Provide recommendations for service improvement through observation and customer feedback

·         Identify customer training and education opportunities

·         Identify recurring outages and trends

·         Mentor and coach new hires

·         Ongoing documentation and improvement of processes

·         Monitor corporate and production infrastructure

·         Perform and monitor daily, weekly and monthly scheduled and automated tasks

·         Escalates to Level 3 customer issues unresolved at Level 2 by packaging, with concise description, actions, and traces required for escalation of “bugs” and/or “request for assistance”

·         Provides work direction, problem resolution, and training to other technical support personnel

·         Excellent verbal and communication skills

·         Excellent analytical and troubling shooting skills

·         Excellent customer service skills, including the ability to deal calmly, positively, and professionally in tense or elevated situations and with upset or frustrated customers

·         Ability to diagnose, troubleshoot, obtain results, provide solutions for a broad range of technical problems

·         Responsible; able to manage time effectively and work efficiently, both with and without direct supervision

 

Specifics for the role

This role requires working in Shifts: No

This role requires traveling: No

 

Desired Profile:

Essential:

·         1.5 Years of experience as a SME / L2 in Service Desk environment.

·         Total experience should be more than 3 years.

 

Desired: Geographical exposure to UK and US customers/users

 

Education/Technical/Functional qualifications and/or Professional Certifications:

·         Essential:  Engineering  Graduate

·         Desired:  ITIL/MCSE/MCSA Certification

 

Behavioral/ Personality Specifications required:

·         Excellent communication skill,

·         Work on building up the knowledgebase to drive process improvements over time.

·         Co-ordinate incident resolution activities across a large number of internal groups and 3rd       Party suppliers to ensure customer incidents/changes are resolved within SLA.

·         Innovative

·         Excellent interpersonal skills

·         Good Analytical skills

 

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