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Incident Management Engineer

4 weeks ago


مصر, Egypt Vodafone Full time

**Role Purpose**:
Ascertain sustainable solutions within the framework 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.

**Key Accountabilities and Decision Ownership**:

- Perform fault troubleshooting, identification and resolution for Enterprise Customers targeting (FCR) First call resolution.
- 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 holidays on rotational basis.

**Core Competencies, Knowledge And Experience**:

- 1-3 years of experience in Troubleshooting and Network Operations in IP Complex Solutions
- Basic IP and Voice knowledge/ Experience in the area of Routing ,Switching and IP services (DNS,DHCP,..etc)
- 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 (Written and Spoken )
- Minimum C1 Level
- Good Analytical Skills