Vodafone (August) Recruitment 2017

Vodafone in Ghana is an operating company of Vodafone Group Plc., the world’s leading mobile telecommunications company, with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States.

Vodafone is the only total communications solutions provider – mobile, fixed lines, internet, voice and data – and is currently unmatched in providing fixed line and internet services – the leader and the first choice for Ghanaians. We are the secondly ranked operator in mobile with a huge potential to take over the market.   As a corporate body, we value our customers and constantly build key relationships with the private sector and government. Our goal is to be the communications leader in an increasingly connected world. We aim to provide the kind of innovative and responsive service for which the Vodafone Group is recognized worldwide.

Job Description

Job Title: Enterprise Service Incident Manager – TECHSA003

Role purpose:

To execute the Incident Management process, providing a more purposeful Incident co-ordination and communication to enable restoration of agreed service SLA to HVC Customers.

Key accountabilities and decision ownership

• Progress and co-ordinate Critical/Major/Minor incidents minimizing impact on both Internal & External Customers of all supported systems and services in line with the Incident Management process & procedures in accordance with global and local requirement.
• Acknowledge all alarms in the Management System and act on them and ensure all current incidents are logged and progressed on the relevant teams for service resolution.
• Ensuring all incidents have accurate impact statements, prioritized with appropriate severity rating, and communicated to all customers, in accordance with Incident Management process and procedures.
• Ensure all incidents are escalated to the appropriate team in accordance with Incident Management process and procedures
• Be able to work and interact with other teams, operations staff, Service Delivery staff, Enterprise and Management and also lead and drive recovery activities during service related outage events

Core competencies, knowledge and experience

• 3 – 5 years Telecoms or IT Industry experience
• To have hands-on experience managing ‘end to end’ service incidents or comparable experience in a Telecoms or IT organization (+2 years)
• An in-depth understanding of IP/MPLS architecture and configuration.
• Have worked within a pressurized environment and experience in analysing risks and making recommendations to senior management.
• Ability to communicate effectively to technical and non-technical customers.
• Have experience of facilitating technical discussions with either customers and/or suppliers to solve service problems and ability to effectively use MS Office products including Word / Excel/ PowerPoint / Outlook. 

Must have technical / professional qualifications:

• BSc/HND in Telecommunication, Electrical Electronics Engineering or its equivalent
•  3 – 5 years Telecoms or IT Industry experience

Job Type: Full-time

Employment Type : Permanent

Closing Date: 15-Aug-17, 11:59:00 PM