Problem Management Coordinator
Aggregate function:
Shared Services
Business Area:
Technology _VOIS
Posting Country:
Romania
Date Posted:
16 May 2025
Full Time / Part Time:
Full Time
Contract Type:
Permanent
Your day to day:
Is responsible for the management of problems/defects of IT applications and systems (software, infrastructure, network) used by Vodafone customers and initiates/manages the activities of identifying and implementing corrective and preventive technical solutions (modifications of IT applications and systems). The projects in scope may result from problem investigations, defects or incidents/ escalations occurring in the IT applications or systems (software, infrastructure, network, etc.) used by Vodafone customers.
With these activities you will have a great impact on our business:
- Oversees, during the project, the development, creation and implementation or modification of software or hardware, including using the Agile methodology.
- Coordinates the analysis of technical defects encountered, and identifies the technical teams needed to be involved in the analysis; coordinates the permanent resolution of problems and the identification of temporary solutions for incidents.
- Involves and coordinates the technical project teams, in order to complete the outstanding actions, in the agreed parameters.
- Provides regular information/ communications and recommendations regarding the status and evolution of the projects/ investigations.
- Initiates and coordinates various software and/ or hardware projects, and also projects which aim to reduce the number of incidents, through incident analysis, centralization of alerts in problem types and collaboration with technical teams for their resolution.
With these skills you are a great candidate:
- Utilization of BMC Remedy / Other ticketing tool for managing problems / incidents / defects
- Management of problem tickets / projects / software defects and IT systems (software, infrastructure, networking) according to the problem management process
- Coordination and moderation of sessions with technical teams, which are needed to identify, track, solve problems/ defects in applications and IT systems: identification and documenting of problems/ defects/ root causes/ workarounds, etc.; creation of Problem Reports, identifying and approving the cause and technical solutions to resolve the problems.
- Proactive identification and management of problems and improvements, using methodologies such as 5 WHYs, Fishbone, etc.
- Operational escalation management. Identifying customer requirements and supporting troubleshooting solutions/ defects proposed for improvement of IT systems and applications, through collaboration with technical teams.
Must have technical / professional qualifications:
- Technical Project coordination/tracking skills
- BMC Remedy / other ticketing system
- General ITIL knowledge. Work experience in ITIL areas or areas which promote continual service improvement.
- General knowledge of Infrastructure services (Office IT), software, hardware, network applications
- Very good communication skills and experience with customers/ stakeholder management
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: go for a trip, experience new things, have fun and enjoy your 23 vacation days.
- Special Paternal Program - 4 months of paid paternity leave