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.
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About this Role
We are seeking an experienced Application Support Specialist to join our Technology team in Pune (SP Infocity). This role focuses on supporting telecom applications, particularly Amdocs CRM and OMS, ensuring operational continuity and service excellence. The individual will manage incident tickets, troubleshoot application issues, and collaborate with cross-functional teams to resolve order fallouts and system errors. Proficiency in Unix, SQL, and scripting is essential, along with a working knowledge of ITIL processes and telecom provisioning systems.
What you will do

• Provide end-to-end support for telecom applications, with a focus on Amdocs CRM, OMS, SOM, and related systems.
• Manage and resolve P1-P4 tickets, including incident triage, escalation, and root cause analysis.
• Monitor and troubleshoot daily order fallouts in OMS and SOM, engaging relevant support teams for resolution.
• Attend checkpoint calls, share updates, and perform impact analysis for ongoing issues.
• Create and maintain SOPs for BAU activities and incident troubleshooting.
• Raise Master Incidents and PBIs for recurring issues, lead bridge calls for RCA and resolution.
• Deliver direct client support for escalations and outages, including P1/P2 incident management.
• Develop automation scripts using Shell or Python to enhance operational efficiency.
• Utilise monitoring tools such as AppDynamics, Grafana, Splunk, or Dynatrace for proactive issue detection.
• Support during weekends or holidays as required.

Who you are

• Experienced in application or production support, with strong technical skills in Unix and SQL.
• Familiar with ITIL processes including incident, problem, and change management.
• Knowledge of telecom domain, particularly fixed and mobile provisioning.
• Exposure to Amdocs products (CRM, OMS, SOM, AUA) is advantageous.
• Skilled in scripting (Shell/Python) and automation development.
• Able to analyse application behaviour, identify bugs, and propose solutions.
• Effective communicator with a collaborative and solution-oriented mindset.
• Open to working flexible hours, including weekends and holidays when needed.

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 critical telecom applications impacting customer experience.
• Exposure to cross-functional collaboration and incident management at scale.
• Hands-on experience with industry-leading monitoring and automation tools.
• A dynamic and inclusive work environment with global exposure.

What skills you will learn

• Advanced troubleshooting and incident resolution in telecom systems.
• Automation development using Shell scripting and Python.
• Application behaviour analysis and root cause identification.
• ITIL-based service management practices.
• Use of modern monitoring tools for proactive support.

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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Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

Skills Required