Assistant Manager

Bangalore, Karnataka
  1. Full Time
  2. IT/Technology
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)



·         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?










Yes                                         No





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)



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




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)


              ITIL V3 Foundation Level Certification



              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:




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


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