TSM Common Services Specialist-TES Germany

Vodafone Technology Enterprise Solutions Egypt is a part of Vodafone Technology Shared Services Egypt serving technology enterprise serving two Vodafone local markets in Europe, Germany and Spain as well as serving one UK based group entity.

TES has a career path across all technology departments in Vodafone Shared Services Egypt as well as collaboration opportunities within 3 other TSS locations in London, India and Romania

By joining TES you get trained for the latest technological products in the global market such as IP VPN ,DSL , Voice over IP and IoT Products while also receiving annual training plans in the field you are specialized not to mention technical certifications within your field such as Cisco Certificates, ITIL, PMP, Prince2

Role purpose:

• As a common services specialist is responsible for supporting the Technical Service Manager for the service operations & ensuring high quality, controlled, calibrated knowledge & full awareness of service processes according to client KPIs are achieved.
• Performing wide range of audit on incident tickets to identify possible improvement areas and make recommendations to mitigate related risks with critical impact on customer experience.
• Ensure that the SLA reports delivered to the end customer maintain its independence and objectivity. Interact with management to ascertain progress of the improvement activities defined according to auditing & quality results.

Key accountabilities and decision ownership [max 5]:

• Proactively & reactively identify and communicate apparent failures & escalations in control framework within processes to Incident Management within a system.
• Identify, analyze, evaluate and record sufficient information to achieve the quality objectives & contractual KPIs with Vodafone Germany Client.
• Perform change management on new projects/tools/systems/process in accordance with the quality guidelines & impact on service operations
• Produce for Business Management, quality assurance reports & analysis on TES internal operations & Vodafone Germany external operations performed by 3rd party & auditing analysis for refunds performed by Vodafone Germany Customer Care Operations.
• Provide periodic updates on the status of the outstanding audit findings
• Write a complete incident root cause analysis for incidents that have their SLA breached.