Technical Service Lifecycle Manager

_VOIS Intro

_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.

Experience - 6 to 9

Must Have Skills:

Customer advocate – Continuously identifies opportunities to improve the customer experience (using the service, creating views from passive probes)

Service Ownership - Management SLAs, notification and escalation processes. Single Point of Contact for service clarifications

Leadership – Ability to drive collaboration of cross-functional teams, ensuring a end to end service mentality“ through the entire delivery chain.

Business View – Continuously seek for optimization opportunities throughout the value chain (e.g. Process optimization, synergies with other propositions,..)

Able to look for issues from the reporting tools themselves, create meaningful dashboards to reflect service quality for the various service stakeholders.

Vendor Management – Service and SLA / OLA Design with Partners & contract mgmt.

Knowledgeable of Agile methodologies. Excellent skills required to defend the implementation of non-functional requirements user stories.

Good technical understanding of the technologies used to build our products and services

Excellent knowledge of service architecture dependencies, Good understanding in incident management

Process skills: ITIL Processes, CSI/CMM processes, Agile/SCRUM, Requirements Definition & Analytical Troubleshooting & Understanding

Technical skills: Jira, Confluence, Remedy etc.

Analytics Tools: (Splunk), Instana & Usage

Excellent Communication / stakeholder management, Quality and customer focused, Cross-cultural experience

_VOIS Equal Opportunity Employer Commitment

India

_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 14 th 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!