Deputy Manager_Pega Marketing Support Specialist-Pune

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.
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About this Role

We are seeking a PEGA Marketing Subject Matter Expert to support and enhance PEGA applications and associated integration platforms within IT Operations Engineering. This role is focused on incident resolution, operational support, system ownership, change implementation, and continuous service improvement. The successful candidate will collaborate with diverse global teams, contribute to service stability, and provide technical expertise in PEGA Marketing environments while ensuring high levels of operational performance and customer experience.

What you’ll do

• Provide subject matter expertise and consultancy support for PEGA applications and integration platforms.
• Resolve technical queries and incidents escalated from first-line support teams within agreed service levels.
• Participate in on-call rotations for second-line operational support.
• Represent the team during planned system changes and deployments involving PEGA platforms.
• Take ownership of key PEGA systems, ensuring maintenance activities and health checks are scheduled and completed appropriately.
• Work closely with incident management teams to drive timely issue resolution and accurate reporting.
• Collaborate with problem management teams to perform root cause analysis and implement preventive actions.
• Contribute to operational meetings, knowledge-sharing activities, and team communications.
• Maintain and enhance knowledge base documentation related to incidents, resolutions, and system operations.
• Support service improvement initiatives through proactive identification of operational risks and process improvements.

Who you are

• Experienced in PEGA Marketing and PEGA PRPC platforms.
• Knowledgeable in middleware application support and operations.
• Skilled in Unix-based operating systems and SQL.
• Familiar with cloud support environments and operational processes.
• Able to analyse incidents, identify root causes, and implement preventive solutions.
• Comfortable working within multicultural and geographically distributed teams.
• Possess strong written and verbal communication skills, along with effective presentation and documentation abilities.
• Demonstrate a proactive, self-driven, and collaborative approach to problem-solving.
• Experience within a European working environment and Telecom BSS domain knowledge would be advantageous.

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 on enterprise-scale PEGA Marketing platforms supporting global operations.
• Exposure to complex application support, incident management, and change management processes.
• Collaboration with international stakeholders and cross-functional technology teams.
• Opportunities to contribute to service improvement, operational excellence, and technical consultancy activities.
• Experience within a dynamic telecommunications technology environment.

What skills you will learn

• Advanced PEGA Marketing platform support and administration.
• Incident, problem, and change management best practices.
• Enterprise application troubleshooting and root cause analysis techniques.
• Cloud operations and middleware support capabilities.
• Stakeholder management, technical communication, and operational governance skills.
• Knowledge management and service reliability practices.

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 truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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