Deputy Manager_Assistant Lead_Incident Manager_Pune

About VOIS

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.

About VOIS India

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.

Job Description

Key Responsibilities:-

• Ensure that the Incident record is fully updated prior to Problem Management handover.
• Ensure that the required support staff is available for Major Incident Resolution.
• Ensuring correct prioritization and categorization of the incidents takes place
• Ensuring RCA are recorded, analysis of RCA received by resolver group.
• Providing post -production support for system issues, including gap analysis & follow-up.
• Deliver Incident Management Reporting (internal and external): Process KPI, Management reports.
• Publish weekly SLA report across support group and to Stake holders.
• Conducting Monthly Meetings with all Team Leads towards SLA.
• Develop an error database, which stores information about the problems and errors that occur in Incident Management to increase the speed of the Incident Management process
• Understanding of end to end IT incident lifecycle.

Required Skills & Qualifications:-

• 8+ years IT Incident Management, Stabilization & Release Management experience.
• Willing to work in 24/7 environment.
• Min ITIL V4 foundations certified.
• Strong communications skills & Stakeholder Management skills.
• Good experience in reporting skills using PowerBI / MS Excel etc.
• Problem, Change management knowledge would be additional advantage.

VOIS Equal Opportunity Employer Commitment

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 10 Best Workplaces for Millennials, Equity, and Inclusion, Top 50 Best Workplaces for Women, Top 25 Best Workplaces in IT & IT-BPM and 10th Overall Best Workplaces in India by the Great Place to Work Institute in 2024. 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!