Main stakes:• Enablement of new platform, services, products and capabilities.• Coordinate complex IT projects (applications, software equipment or new hardware), from the planning and design stage to the evaluation of results, risk capture and impact assessment to ensure that the activity is carried out according to the project, as well as stakeholder’s management for service operations readiness.Main activities:• Manage the proactive readiness of operations for new and changed IT & Network services.• Manage the proactive readiness of operations for new and changed hardware or software infrastructure.• Ensure that all operational capabilities are clarified, available and assured.• Lead proactive risk management during a service go live.• Maintain close working relationship with support and operations teams to track short and long-term effectiveness of service enablement.

Main stakes:• Enablement of new customers and capabilities.• Collect and post all relevant information that will help Operations Teams to support "in life" the customer. Main activities:• Engage impacted Operation teams for each new customer, and identify, define and document operational requirements and distribute to the service Transition team. • Review project design and specification documents and assess operational impact.• Update information related to customer on boarding progress and keep track to initial and operational requests. • Work closely with Operations and Transition teams to ensure that testing, documentation of hardware and software solution implementation are according to internal Vodafone standards. • Communicate to Management and Transition teams the risks associated with transition into operations of customers.• Ensure acceptance into operational support by actively performing tests for hardware and software solutions aiming to achieve functional and operational requests required by Operation Teams.• Working according to agreed KPIs• Creates work instructions and operational technical procedures in order to consolidate knowledge and skills inside the team.• Collect and analyze specifications for hardware and software implemented systems, propose solutions or recommend changes and adaptations to design teams for hardware and software solutions. Final scope is to solve technical defects (including software bugs) and improve customer experience.

Main stakes: • working with key customer staff to ensure best in class service delivery • owner for Quality of Service and continuous improvement throughout the service life cycle.Main activities:- Operations readiness • Identify, analyse and assess impact of new services and evolutions. • Ensure the collection of information and requirements from operations teams adapted to the context of these projects/programs. • Clarify the split of responsibilities during the different phases (deployment, operations) in relation with “build team” representative.- QoS assurance• Partners with Product Owner to deliver solutions, all while managing customer expectations around what can be delivered. • Lead in depth KPI analysis and coordinate service improvement actions• Manage relationship with vendors and other stakeholders for the assigned services throughout their lifecycle- Internal cooperation• Works collaboratively with Product Owner to develop clear and concise communications toward the customers.• Work together with all teams involved in different service life cycle phases • Manage the relation with the other team members, find the right balance between listening and bringing new vision in the team

Responsibility:• Incident Management, Problem Management, Change Management, Service/Vendor Management• Relationship with external providers• Responsible for providing correct information regarding services under its scope to other teams (Knowledge Management)Activity:• Incident, Problem, Service, Change and Vendor Management• Troubleshoot incidents and dispatch to relevant ASP (Application Service Provider) • Incident coordination, operational tasks and On Call Support

Responsibility:• Incident Management, Problem Management, Change Management, Service/Vendor Management• Relationship with external providers• Responsible for providing correct information regarding services under its scope to other teams (Knowledge Management)Activity:• Incident, Problem, Service, Change and Vendor Management• Troubleshoot incidents and dispatch to relevant ASP (Application Service Provider) • Incident coordination, operational tasks and On Call Support

• Coordinated technical teams and engineers in order to restore services as quick as possible in case of incidents • Resolved mail and internet incidents in agreed SLA • Dispatched incident tickets to proper teams and followed-up on resolution status • Ensured notifications on high priority incidents • Maintained close contact with local teams, 3rd parties and vendors • Support the launch of new products and services (Friendly User Test) and thinkpro-actively about the required support. • Detect incidents related to transversal products, services, applications and prepaid billing with possible impact on customers and apply appropriate priority & notification process. • Collect relevant information in order to prepare efficient communication towards the customers, management, dealers, partners and operational teams and translate technical information into customer language • Customer Management (24/7) monitor with a special focus on customer experience (End-to-End) and operational application of the signed Service Level Agreements, • Operational engagements, incident notification and update, follow-up, escalation technical or managerial. Take lead during major incidents and/or crisis situations

• handling and registration of customers' requests, assuring a rapid processing of profile changes, contract activation and retention offers.• offering technical assistance and support to shops and sales persons, solving customer complaints in regards to services and mobile voice & data coverage and providing written and verbal documented responses to specific inquiries.