Ascertain sustainable solutions within theframe work of Incident management process. Also the analysis and evaluation of events in the context of incidents with a high failure penetration range, with the objective of sustaining service availability.
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, Internationaland National Carrier.
Solvethe Incident within the comply SLAand meet theagreed 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 onrotational basis.
Audit Team Handled LiveTickets and confirm ticket’s compliancewithin allSLA and KPI
ResponsibleKEDB and documentingIncident ManagementProcess
Involve in the QualityProcess and Attend all relatedCalls .
Basic IPand Voice knowledge / Experiencein the area ofRouting ,Switching, TCP / IP,DSL and ISDN
Good knowledge of Vodafone fixed, mobile and convergence products and the Vodafone portfolio tool is desirable.
Excellent Customer Orientation and high communication Skills
Fluent in German and English (Written and Spoken )-C1 is must