Customer Services -Senior Executive

Job Description

Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
#VOIS #BeUnrivalled #CreateTheFuture

About this Role

We are seeking a Service Consultant to join our Customer Services Centre (CSC) team within VOIS India Operations. This role is ideal for individuals with a strong foundation in CCNA and ITIL, who are passionate about delivering world-class customer service and technical support. The individual will be responsible for managing incidents, providing L0 and L1 support, and ensuring SLA adherence. The role is based in Pune or Bangalore and requires shift work.

What you will do

• Provide L0 and L1 technical support, ensuring all calls are logged and SLAs are met
• Manage escalation of technical issues to Managed Services as per defined SLAs
• Troubleshoot and resolve help desk and end-user issues
• Maintain and update documentation for new processes and changes
• Collaborate with team members to deliver high-quality customer service
• Liaise with account and service managers, and second/third-level resolver groups
• Upskill on new products and processes within remit
• Drive innovation and provide proactive business insights
• Coach and support peers to transfer technical and data knowledge

Who you are

• Proficient in CCNA (Routing and Switching) and ITIL
• Experience in NOC environments and LAN/WAN technologies
• Hands-on knowledge of Cisco network elements
• Desirable: CCNP, Transmission knowledge, familiarity with Service Now, Remedy, Netcool, StableNet
• Strong communication skills (8/10 or higher), fluent in English
• Holds a Diploma, Engineering or Graduate degree (B.Tech/B.E. in Electrical & Communication preferred)
• Embodies the Vodafone Way: Speed, Simplicity, Trust, Innovation, Customer Obsession, Ambition, and Local Roots
• Individual contributor with no direct reports

Not a perfect fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

What's in it for you

• Opportunity to work in a dynamic, innovation-driven environment
• Exposure to global operations and cross-functional teams
• Continuous learning and development through upskilling on new technologies
• Collaborative culture that values coaching and knowledge sharing
• Contribution to impactful customer service initiatives

What skills you will learn

• Advanced troubleshooting and incident management
• Effective stakeholder communication and escalation handling
• Technical proficiency in Cisco networking and ITIL practices
• Use of enterprise tools like Service Now, Remedy, Netcool
• Innovation and insight generation in a service desk environment

VOIS Equal Opportunity Employer Commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

Join Us

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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