We are seeking a Customer Interaction Service & Operation Senior Specialist with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting Customer Interaction Systems Ops.Manager of Vodafone Turkey.
The accountabilities of this role are :
Provide the acceptance of changes to products / services from suppliers / partners via defined acceptance criteria.
Performance management to ensure platform, hardware, application and content meets the specified end to end availability & performance levels.
Ownership of capacity planning to secure availability and performance of the platforms against forecasted growth and demand.
Ownership of the product / service functionality to ensure it meets operational needs for performance management and reporting.
Ensure that, business processes to support and manage the service are developed, rolled out are not impacted adversely by any changes to the product / service
Introduce Best Practice Policies and Guidelines relating to products, licensing and support.
Work with business users or Service owners and manage processes to solve and minimize system / service issues and remove recurring problems and irritants via improvement programs and incremental change.
Ensuring processes are in place and adequate around vendor and partner support agreements
Ensure that, the partners keep relevant documentation and procedure manuals up to date.
Responsible for managing the progress and delivery of approved SR’s(Service Request's).
Single point control for all Service / product Configurations & Service Changes.
Raising and approving change request delivery.
Management of SLA performance.
Provide single point of accountability for the delivery of product / service KPIs
Provide regular feedback on issues and improvements to partner and supplier managers (PRMs).
Accountable for improving operating costs for the product / service.
Vodafone, one of the largest telecommunications companies in the world, has mobile operations in 26 countries (partnering with mobile networks in 55 more) and fixed broadband operations in 17 markets, serving 446 million mobile customers and 12 million fixed broadband customers around the world.
Vodafone is strongly committed to lead the digital transformation in the Turkish Market, where the company has been operating and investing heavily since 2006.
SQL 2 year experience
Shell script experience 2 Year experience
Siebel functional experiencee 3 year experience
Communicating for Impact
Putting Customers First
Managing a Changing Environment
Making a Personal Difference
Performing Through Our People
Employment Type : Permanent