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Job Description
The engineer in the incident management is responsible for a high initial solution quota and the smooth and coordinated execution of the filtering of partners and carriers. As Incident Owner, he remains responsible for the solution of the Incident within the scope of the agreed Customer and Service SLAs throughout the term. For incidents that can not be eliminated autonomously in the sense of the defined initial solution rate, the application of new procedures and procedures for increasing the quota is reviewed and measures coordinated with the service managers (Competence Teams)
- Perform fault troubleshooting, identification and resolution for Vodafone Germany Enterprise Customers .
- Troubleshoot and Isolate Problems on different Vodafone Germany Products not limited to Company Net, Internet Business, International and National Carrier .
- Solve the Incident within the comply SLA and meet the agreed KPI
- Deal with different Internal Competence Teams ,Carriers and 3rd Parties to solve the ticket when needed to solve the ticket within SLA .
- Work on Shift basis 24*7 including weekends and public on rotational basis.
Job Requirements
Must have technical / professional qualifications:
- 0-2 years of experience in Network Technical Experience
- Fluent in German and English, spoken and written
- CCNA is Plus .
- Basic IP and Voice knowledge/ Experience in the area of Routing ,Switching, TCP/IP, DSL and ISDN
- Good knowledge of Vodafone fixed, mobile and convergence products and the Vodafone portfolio tool is desirable.
- Good Analytical Skills
- Excellent Customer Orientation and high communication Skills
- Fluent in German (Written and Spoken ) -C1 Level
