Assistant Manager

Pune, Maharashtra
  1. Full Time
  2. IT/Technology
Posting date:07 Dec, 2018


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


Typical outputs

(Key deliverables & KPIs expectedfrom the role holder)

Impact on Business

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

Interfaces with Customers, Suppliers & Third parties

(Internal and external stakeholder interactions expected of this role )

Leadership & Teamwork

(Leadership Direction and accountabilities towards the Team)

Innovation & Change

(Expectations from this role in driving innovation and change)



·         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 Problemprocesses

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

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

·         To define and govern the High SeverityIncident process which the Service Desk will follow

·         To continuously review process effectiveness and define improvement plans to 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, assigning ticket 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 andclosed within agreed SLAs

·         Through the day to day management of tickets, identify best practices and corrective action where appropriate 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.




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 of aspects that may be covered are listed below)

·      Communication

·      Leadership/ Team Handling experience

·      Language skills

·      Vodafone Way:




Innovation hungry

Customer Obsessed

Ambitious & Competitive

One Company LocalRoots


·         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 MicrosoftOffice 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 interpersonalskills

·        Able to build relationships and network at all levels

·         Creative problem solving and analysis skills


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