Assistant Manager

Bangalore, Karnataka
  1. Full Time
  2. IT/Technology
000000231350
Posting date:07 Dec, 2018

 

Key accountabilities (Role Description)

 

 

 

Highlight accountabilities and KPIs for the requisitioned role, which could include (but not limited to)

 

Typical outputs

(Key deliverables & KPIs expected from the roleholder)

Impact on Business

(How would the roleholder impact/scale of influence Business decisions – strategic/operational)

Interfaces with Customers, Suppliers & Third parties

(Internal and external stakeholder interactions expected of thisrole )

Leadership & Teamwork

(Leadership Direction and accountabilities towards the Team)

Innovation & Change

(Expectations from this role in driving innovation andchange)

Others

 

·         To oversee all incidents, related problems and changes across supported Markets

·         To own and manage the Incident End to End and Support Incident Engineers

·         To ensure all IT delivery departments are aware of the current Incident and Problem processes

·         To collate information from across all locations to provide a view of incidents and risks across the Operations

·         To ensure that changes are checked in a timely manner and ensure changes are reviewed

·         To define and govern the High Severity Incident processwhich the Service Desk will follow

·         To continuously review process effectiveness and define improvement plansto resolve process issues and to further enhance the Incident and Problem Management services

·         Host and lead incident calls between the resolver teams, produce minutes and assign and track actions to completion

·         Lead troubleshooting coordination on incidents to drive issues to the fastest possible resolution

·         Utilizes the available resources to identify the correct support teams.

·         Training and Assessments of the new joiners.

·         Proactively monitor fault queues, assigningticket and ensure an even distribution across colleagues

·         Effectively manage the flow of tickets in real time ensuring customer updates are given on time and tickets managed and closed withinagreed SLAs

·         Through the daytoday management of tickets, identify best practices and corrective action whereappropriate and feedback to relevant Team Managers

·         Assist with coaching / escalations / complaints as required

·         Assess and monitor the quality and frequency of email communications sent by team

·         Perform quality audits on tickets, communications and overall process with feedback sharing to individual.

 

 

 

Desired Geographical exposure to UK andUScustomers/users

Specifics for the role

Work hours

Does the role require to work in shifts?

 

 

 

 

 

 

ü

 

 

Yes                                         No

 

 

ü

 

Does the role require travel?

Yes                                         No

If yes, please specify travel requirement : Extensive/ Moderate/ Rare

Passport/ VISA requirements (if any)

Team structure (highlight approx. number of direct and indirect reports)

 

NONE

Any additional lines of reporting this role is expected to have? Please specify.

 

NONE

 

Desired Profile (Overall & Relevant work experience, skills, technical/domain knowledge, Customer handling, Geographical exposure etc.

·         At least 2 Years of experience as a SME Incident Management in Service Desk environment.

·         6 years plus of experience within an Incident, Problem or Service Management role, ideally within a large scale Operational environment

Education/Technical/Functional qualifications and/or Professional Certifications:

 

Essential Graduation

(Preferred Engineering degree)

REQUIRED

              ITIL V3 Foundation Level Certification

 

BENEFICIAL:

              ITIL V3 Service Operations

Behavioral/ Personality Specifications required (few examples ofaspects that may be covered are listed below)

·      Communication

·      Leadership/ Team Handling experience

·      Language skills

·      Vodafone Way:

Speed

Simplicity

Trust

Innovation hungry

Customer Obsessed

Ambitious & Competitive

One Company Local Roots

 

·         Excellent knowledge of Incident and Problem Management process including support models, SLAs and quality standards

·         Experience of process design and continuous improvement

·         Experience in the management of stakeholder relationships

·         Excellent standard of written and verbal communication

·         Experience of multi-tasking and working to tight deadlines

·         Proficient in Microsoft Office applications including Outlook, Word, Excel, PowerPoint

·         Ability to perform under pressure

·         Assertive in potentially difficult situations, engaging diplomacy where necessary

·         Excellent verbal and written communication, influencing and interpersonal skills

·         Able to build relationships and network at all levels

·         Creative problem solving and analysis skills

 

Direct Reports

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