CIM Support Analyst

Description

The IT Operations Specialist focuses upon activities that help to identify and
manage the changing customer / business / user needs (regarding IT
requirements) and ensure customer satisfaction with Vodafone �s IT products
and services in line with the Customer Service Management strategy. Providing
technical advice and administration across the IT lifecycle for all end-
users.The IT Operations Specialist has a good understanding of established
concepts and procedures in IT operations including administration and
maintenance of assigned applications, services, systems and solutions,
incident management, problem management, change and release management and
vendor management, to drive improvements through innovation, best practice
techniques, and collaboration.Typically reports to the IT Operations Manager.

Job Responsibility

• Advises on and executes administrative activities against the operations plans, to enable the achievement of the Technology strategy;


• Supports the team to deliver appropriate actions to keep the system/service in good working order, preventing incidents from arising and restoring system/service to normal operation in line with objectives and KPIs;


• Effectively coordinates with colleagues to deliver required applications, systems and solutions for all end-users, related to incident management, problem management, change and release management and vendor management;


• Understands market trends and contributes to suggested improvements for processes, procedures and business interfaces related to IT Operations and maintenance activities, ensuring operating efficiency for all applications and support;


• Executes the tasks and activities in line with the plan to ensure the effectiveness of the area;


• Supports the end-to-end projects that improve customer and employee satisfaction;


• Supports the team in automation and digitisation, capacity planning, analysing, reporting and investigating service performance metrics;


• Maintains relations with internal and external partners;


• Uses communication skills to exchange ideas and information in a concise and logical way to support the team priorities, resolve incidents and interface with 1st line teams and with suppliers on incident resolution;


• Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.

Skills

Monitor and Diagnose
Incident Response
DevOps
Security
Software Engineering
Automation and Robotics_2022
Cloud_FRHR
Data Analytics and Insights
Critical Thinking
Customer Centricity
Service and Delivery Management

Not a perfect fit?

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