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Tes Italy Fixed Operations Specialist vois

1 month ago

مصر, Egypt Vodafone Full time

**Role purpose**:
Technical Ops expert for all Fixed Products for SME and Enterprise Customers in VF Italy.
He/she will be responsible for steering the operation under supervision of the Sr. Supervisor to guarantee achieving Ops KPI.
To provide Leaders and Vodafone Italy will all the required reporting (Daily, Weekly, Monthly)

**Key accountabilities and decision ownership**:
***
- Follow up and ensure that all operational queues are being monitoring in terms of the targeted service KPI’s: SL, AHT, received calls, and dropped calls, Incident SLAs, etc. and take on the spot required action for impact mitigation.
- Operations steering across all queues (Frontline and BO) including smart tickets - accelerate long-runners’ tickets & Incident Control.
- Building Dynamic Dashboards & reporting solution to provide Real Time visibility on the Ops.
- Staff planning according to the forecast provided by Vodafone Italy and Ops patterns, putting into consideration team’s vacations and shifts scheduling (Adherence & Conformance) to cover Italian working hours from 8 AM and 10 PM Italy 7 days a week.
- Tickets daily detailed backlog analysis implementing proactive/reactive plans.

**Core competencies, knowledge, and experience**:

- Advanced Knowledge of Fixed Network Solutions
- International Experience with Enterprise Customers in Operations environment.
- Advanced level Knowledge of MS Office suite, especially Excel & PowerPoint. Power BI knowledge is desirable.
- C1 in Italian (minimum) with good oral and written communication skills
- Solid knowledge of interactive database, decision support system SQL, and different types of reporting tools (Business Object-VB Scripts-Power BI) & Dynamic Dashboards.
- Process improvement, Operation optimization & Digital transformation oriented.
- Critical Eye able to analyse and predict patterns.

**Must have technical / professional qualifications**:

- 2-4 years of experience in Operations steering in technology environment.
- CCNA knowledge is desirable.
- SNOW - REMEDY experience.
- Advanced Knowledge in VF Italy tools.
- Strong analytical and reporting skills
- Demonstrate ability to work independently, take initiative, self-development, problem solve, handle multiple tasks/priorities.
- Fluent in Italian (C1) and English (B2), spoken and written
- ITIL knowledge/certificate

_VOIS #movewithus