_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.
Role purpose:
This role is part of the AO Engineering team managing Application Operations L2 service. This role is responsible for Leading the AO Team, Managing Key stakeholders within TSS and Customer, Provide Technical SME to the Team and across other service lines within AO Engineering.
The role is responsible to:
• Strong knowledge of Data warehouse, ETL and Cloud concepts
• Good project management skills to prepare and execute a project plan for all ongoing projects of upgrade/uplift/new functionality for Ops team readiness
• Detail out plan for knowledge transfer with timeline, documents requirement, sessions delivery, access to new systems, shadow sessions, etc.
• Work in 24 * 7 production support
• Vendor and customer management
• Governance to AO IT Service
• Analyze day to day data to improve operational KPIs
• Identify opportunities for Automation
• Deliver significant improvements against the operational KPIs
• People, Project and Stakeholder management
• Build DWH and BI skills in AO-Engineering Pillar
• Participate in IT transformation project
• Perform day-to-day L2 support activities, incident and service request management, problem analysis and resolution, configuration changes, health check & housekeeping activity, Triage tickets to support team, identify bug fixes enhancements and minor code product issues and escalate to appropriate teams, fault logging tracking and resolution, batch processing, interface management, extend support during release and deployment.
• Have a good understating of e2e telecom business process especially for BSS/OSS
• Capacity Planning & Hardware Assessment and able to create technical roadmap for the product
• Lead and articulate end-to-end business processes and work cross-functionally across different business processes
• Drive efficiency through process improvement to continually improve service and reduce costs
• Actively participate in major issues and drive the investigation from front
• Manage WAR ROOM communications and align support groups if required
• Participate in Periodic meetings with offshore teams on various aspects like performance, SLA/KPIs, issues/escalations etc.
• Identify and support process and operational enhancements that will further improve the services provided to customer
Key accountabilities and decision ownership
[max 5]:
- Ops readiness project planning and execution
- Governance to AO IT Service
- Analyze day to day data to improve operational KPIs
- Identify opportunities for Automation
- Deliver significant improvements against the operational KPIs
- People and Project management
- Stakeholder Management
- Build Database, BI and ETL Skills
Core competencies, knowledge and experience [max 5]:
- Database, ETL, BI, PL-SQL, Cloud UNIX, ITIL
- Strong Operational, analytical, problem-solving skills
- At least 6+ years of hands on Technical Expertise in ETL and BI products.
- 6+ years of Programme/Project management experience
- Min 10+ years of Strong Telecom Domain Knowledge is must
Must have technical / professional qualifications:
- Bachelor’s / Master’s degree in engineering or business
- Masters/MBA preferred
- Ideally Programme/Project management qualification or relevant experience
_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!
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