Participating during the presales to support during the bidding process.• Leading multiple related different solutions projects and Create smooth communication through the best practices PMBOK.-Lead Clean up project for 30+ countries.-Supports the Global Service Manager in delivering a global project on time.-Ongoing management of key process stakeholders at all levels within VGE and the Local Markets.• Manage and control the execution of the program management plan across all program projects.• Monitor and control the quality of the program management plan.• Develop the overall framework and standardize the Organizational Process Assets (OPAs) – processes, forms & tools - that are required for GEO (Global Enterprise Operations) to demonstrate excellence in executing its strategy and delivering its projects by removing complexity and improving efficiency.• Driving Project Life Cycle Efficiency Model.• Knowledge of different contracts types utilized in Vodafone global enterprise core service deployment.• Supports the Global Service Manager in delivering a global project in time and to budget through the above.• Ongoing management of key process stakeholders at all levels within VGE and the Local Markets.• Apply mitigation plan to assure the progress is in line with the plan.• Define and agree weekly progress reporting requirements.• Identify process improvements and opportunities to drive further revenue delivery.• Monitor and measure each VGE contract implementation and assist in the production of the WIP (Work In Progress Report) for VGE.• Identify process improvements and opportunities to drive further revenue delivery.• Conduct program closure and ensure benefit realization.

-Manage VGECO / Remedy activation/deactivation requests within SLA.-Maintain ownership and control of all incidents making sure that none are ''lost'' and coordinate resolution.-Support the VF group operations staff through solution live testing.-Manage escalated cases to 3RD line of support internally & externally (vendors).-Respond to services team inquiries (GSMs, GAMs, LSMs, NAMs & customer solutions team).-Log incident, perform diagnostics & analysis of the issue, escalate it to the relevant stakeholder, follow up and close case upon resolution-Co-ordinate restoration with appropriate teams. When an incident is unresolved or requires more than one party to resolve. Facilitate conference call with key players.-Fully Support Incident, Problem, SLA and Change Management according to ITIL standards.-Ensure continually hands on with solution and systems. Disseminate information to other team members.-Provide recommendations to refine existing processes documented.-Implement best practices for products & services evolution. Participate in training for ER and Billing tools and processes-Develop existing knowledge of Solution by using test systems, familiarize with documentation and processes etc.-Manage Set Up of own VGECO tool to support Solution (i.e. ensure GESC agents can log tickets in MNC application, documentation posted in library tools for the team)-Ensure communication to team is timely and relevant, delivering key information in order to foster performance

-Receive Emails, calls from Global Enterprise Customers regarding any issue they might be facing with their services or devices supported by Vodafone.-As GESC main role is acting as a middle point between customers and Network providers and technical support team, GESC advisor have to forward customers’complains or inquiries to the responsible team and come back with a resolution or an answer for the customer.-Every type of inquiry or incident has its own time limit to be resolved in {SLA}.Accordingly, advisors’ main task is to maintain this SLA along with providing the customer with a valid resolution for his problem or the issue being faced.-As mentioned before and because GESC advisor acts as a middle point between the customer and the technical team, we have to validate the information and the feedback we convey to the customer and make sure that it is being as much accurate and clear as possible and this is because our main target is to help our customers in solving the difficulties they face with proficiency. See less