Job Description

Description

_VOIS is fully owned, operated, and controlled by Vodafone Group PLC largest and one of the most geographically diverse telecommunication companies.

We provide a complete suite of Technology, Finance, and BPO sourcing solutions with a relentless focus on providing the best-in-class services to Vodafone Operating Companies, spread across the world, out of our Shared Services Centres located in Pune & Ahmadabad.

VOIS provides application operation services to Vodafone Ireland. The services are provided fully integrated in Vodafone Ireland's IT service management processes and IT Operations teams.

The role purpose is to provide services in the area of

• Work as a SME/consultant in the team supporting the Google Cloud applications and integration layer
• Must have experience in application support/maintenance
• Resolve all queries and issues escalated by first line or Customer Support Tam within SLA timeframes to ensure minimum customer impact.
• Operate as part of the on-call rotation for second line support.
• Act as representative as required for planned changes to the Google Cloud systems.
• Act as primary owner for one or more key Google Cloud systems, Software and system maintenance / health checks are appropriate and scheduled accordingly.
• For key systems, ensure that appropriate documentation and training materials are available and roll out cross skilling of this data as appropriate to both first- and second-line teams
• Adhere to testing, security, incident and change management procedures
• Operate with the incident managers to ensure speedy resolution of issues and provide required detail for accuracy of reporting.
• Work with the problem manager to determine root cause analysis and preventive measures to ensure no repeat of incidents and implement said measures.
• Attend team meeting and Operations communication sessions as required.
• Ensuring all incidents and issues for key systems are added to knowledge base
• Ability to work in diverse and multicultural teams and develop a detailed understanding of application operations.
• Liaising with support groups and other departments on planned maintenance activities, technical issues and major incidents.
• Responsible for working with 1st /2nd level support teams and 3rd parties to resolve operational issues.
• Solid analytical & troubleshooting capabilities
• Passionate to contribute to customer satisfaction combined with an attitude to continuously improve the service delivery quality
• Flexible with the ability to maintain effectiveness in a changing environment and new technologies
• Good communication (written and spoken). Proactive & self-driven.
• Good presentation and documentation Skills.
• Experience in European work Environment is an added advantage

Job Responsibility

• Advises on and executes administrative activities against the operations plans, to enable the achievement of the Technology strategy;

• Supports the team to deliver appropriate actions to keep the system/service in good working order, preventing incidents from arising and restoring system/service to normal operation in line with objectives and KPIs;

• Effectively coordinates with colleagues to deliver required applications, systems and solutions for all end-users, related to incident management, problem management, change and release management and vendor management;

• Understands market trends and contributes to suggested improvements for processes, procedures and business interfaces related to IT Operations and maintenance activities, ensuring operating efficiency for all applications and support;

• Executes the tasks and activities in line with the plan to ensure the effectiveness of the area;

• Supports the end-to-end projects that improve customer and employee satisfaction;

• Supports the team in automation and digitisation, capacity planning, analysing, reporting and investigating service performance metrics;

• Maintains relations with internal and external partners;

• Uses communication skills to exchange ideas and information in a concise and logical way to support the team priorities, resolve incidents and interface with 1st line teams and with suppliers on incident resolution;

• Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.

Skills

Monitor and Diagnose

Incident Response

Software Engineering

Cloud_FRHR

Data Analytics and Insights

Big Data Analytics

Big Data Architecture

Big Data Platform Management

SQL

Technical Customer Support

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.