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
Proactively & reactively identify and communicate apparent failures & escalations in control framework within processes to Incident Management within a system.
Identify, analyse, 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.
And 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.
Core competencies, knowledge & experience
2-4 years’ experience in Enterprise operations
High level of business communication English & German
C1 German language level
High level of planning & development skills
Business process knowledge control abilities
Must have technical / professional qualifications :
Strong writing skills
Excellent presentation skills
Excellent interpersonal & Soft skills
ITIL Foundation knowledge
Proficiency in MS Office
Experience in learning theory and techniques
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