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NAO Escalation & Problem Management

Aggregate function:  Technology
Business Area:  VT Network Operations
Posting Country:  Romania
Date Posted:  30 Apr 2025
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Your day to day:

At VOIS we are a dynamic company building scalable, secure, and high-performance applications.

Our team thrives on innovation, collaboration, and continuous learning. We’re currently looking for an NAO Escalation & Problem Management to oversee the lifecycle of root cause identifications of all unplanned interruptions, malfunctions, and quality reductions of Network services, being responsible to coordinate and identify a permanent solution, with the least impact on the business or the user. If you are passionate about driving efficiency and excellence in a fast-paced environment, we would love to have you on our team.

With these activities you will have a great impact on our business:

  • Managing problem records according to problem management process (recording, modification, monitoring, closure) and communicates the Problem Reports within SLA. Reports must contain timeline, problem description, root cause analysis, technical solution for fixing and preventing future potential problems in IoT applications and systems.
  • Proactive problem identification and management according 5WHYs methodologies, Fishbone. Perform trend analysis on incidents and problems to identify patterns and proactively address potential issues to ensure service stability.
  • Identify customer needs and deliver solutions proposed for improving applications and IoT systems to remedy the problems / faults
  • Management of customer and operational escalations
  • Initiate continuous measures to improve the problem management process and ensure that it is implemented and executed by all process actors involved, document rules, work instructions and guidelines.

With these skills you are a great candidate:

  • Advanced English Writing Skills: Expertise in crafting well-structured, grammatically correct, and professional written documents, reports, and correspondence in English
  • Coordination of multiple teams: Proven capability to coordinate and lead multiple teams across various disciplines, fostering collaboration and ensuring alignment towards common goals.
  • Experience in software, hardware, network ( Cisco , GSM, HSPA and LTE , CCNA , Network CS and PS )
  • Excellent problem-solving skills and a proactive attitude.

Sounds like the perfect job? We've got even more to offer

  • Hybrid way of working
  • Medical and dental services
  • Life and hospitalization insurance
  • Dedicated employee phone subscription
  • Take control of your benefits and choose any of the below options: MEAL TICKETS/ PRIVATE PENSION/ VACATION VOUCHERS/ CULTURAL VOUCHERS within the budget.
  • Special discounts for gyms and retailers
  • Annual Company Bonus
  • Loyalty Programme
  • Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills
  • You get to work with tried and trusted web-technology
  • Getting in on the ground floor of a technology changing company
  • We let you write your own story by planning vacations: go for a trip, experience new things, have fun and enjoy your 23 days off.
  • Special Paternal Program - 4 months of paid paternity leave

We recognize and celebrate the importance of diversity and inclusivity in our workplace so that we are as diverse as the customers and communities we serve. We do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social or marital status.

 

Worried that you don’t meet all the desired criteria exactly? We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. So, if you’re excited about this role but your experience doesn’t align exactly with every part of the job advert, we encourage you to apply as you may be just the right candidate for this role or another role, and our recruitment team can help see how your skills fit in.

 

#_VOIS

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

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