Assistant Lead / Lead_Deputy Manager / Manager_Data Center NOC Incident Manager_Pune

_VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 7 locations: Albania, Egypt, Hungary, India, Romania, Spain and the UK.

Over 29,000 highly skilled individuals are dedicated to being Vodafone Group’s partner of choice for talent, technology, and transformation. We deliver the best services across IT, Business Intelligence Services, Customer Operations, Business Operations, HR, Finance, Supply Chain, HR Operations, and many more.

Established in 2006, _VOIS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.

In 2009, _VOIS started operating in India and now has established global delivery centres in Pune, Bangalore and Ahmedabad. With more than 14,500 employees, _VOIS India supports global markets and group functions of Vodafone, and delivers best-in-class customer experience through multi-functional services in the areas of Information Technology, Networks, Business Intelligence and Analytics, Digital Business Solutions (Robotics & AI), Commercial Operations (Consumer & Business), Intelligent Operations, Finance Operations, Supply Chain Operations and HR Operations and more.

• Provide unmatched customer experience for Incident Management, Change Management, Problem Management, Service Management, Service Assurance, Technical support Desk process.
• Assessment of Current SLAs / SOPs / KPI and prepare minimal service disruption strategies.
• Incident Management Desk –End to end accountability of Major Incidents (Sev0-Sev1 & Sev2 ) as well as Sev3 Incidents. Ensuring major incident process adhered to at all times with proactive approach to identify the issue and exploring the possible workaround with resource mobilization and necessary escalation during the entire recovery process.
• Overall Data Analysis and identify the trends and area of improvement for the overall network infrastructure as well as the Network NOC operations.
• Preparing the Weekly/ Monthly/ Quarterly PowerPoint reports.
• Publishing Reports on identified gaps with corrective and preventive actions and suggest for ideas of Automation for the project to reduce Manhours and streamline processes.

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• Manage collaboration between all parties involved in the recovery process: VCI NOC 1st Line and 2nd Line, Field Service, Engineering, etc
• Driving critical incidents for the resolution, Incident communication to stakeholders via email, SMS in agreed format
• Post incident analysis and producing RCA in consultation with technical teams, Service management and reporting for KPI
• Pro-actively drive operations excellence by solving and preventing operational issues

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1 – 5+ years of work experience in Large Data Centres technology

2 – Prior experience of Incident management of large and complex data Center.

3 – ITIL framework, SigSigma

4- CCNA (Basic knowledge to understand the ongoing troubleshooting of Routing & switching, FW & LB troubleshooting) would be an added advantage 

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_VOIS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees’ growth and enables them to create a positive impact on themselves and society. We do not discriminate based on age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.

As a result of living and breathing our commitment, our employees have helped us get certified as a Great Place to Work in India for four years running. We have been also highlighted among the Top 5 Best Workplaces for Diversity, Equity, and Inclusion, Top 10 Best Workplaces for Women, Top 25 Best Workplaces in IT & IT-BPM and 14th Overall Best Workplaces in India by the Great Place to Work Institute in 2023. These achievements position us among a select group of trustworthy and high-performing companies which put their employees at the heart of everything they do.

By joining us, you are part of our commitment. We look forward to welcoming you into our family which represents a variety of cultures, backgrounds, perspectives, and skills!

Apply now, and we’ll be in touch!