Deputy Manager

Pune, Maharashtra
  1. Full Time
  2. IT/Technology
Posting date:28 May, 2019




  • Demonstrate leadership skills by coordinating and commun icating across various levels.

  • Demonstrate an understanding or appreciation for ITILprinciples

  • Ability to communicate effectively with customers

  • Must be able to work well under pressure

  • Must be conscientious and see problems through to completion with a high and individual emphasis on problem ownership

  • Able to organize own time effectively on a daily and weekly basis with a highemphasis on efficient self-time management

  • Mu st be able to demonstrate excellent customer-facing skills

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    Role Pur pose:




      • Ensure Service restoration

      • End to End ownership of incidents which will include but not limited to communication, coordination with internal and external teams during the lifecycle of incident.

      • SOX Compliance par ameters are met

      • Increase visibility and communication of incidents tobusiness and supp ort teams.


        The Incident Manager will also:


      • Provide release support on for ramp ing-upnew Local Markets and for major changes

      • Participate in KPI measurement of the tea mand the team’s processes

      • Track and support the daily issue resolution by team

      • Ensurethat documentation is kept up to date and SOX compliant

      • < p>Document key lessons-learnt
      • Updatethe agreed proactive action documents (cookbooks)

      •  Responsible for managing the working relationship between V odafone and internal/external systems and business partners from IT and process point of view to ensure effective issue resolution

      • Build relationships withVodafone technica l support teams to ensure the appropriate level of support is provided by the p artner. Support them to undertake Root Cause Analysis

      • Proactively help issue solving, initiate and track incident resolution for newly experienced issues

      • </ ul>


Key accountabilities:


  • Respo nsible for all operational management aspects of incidents between the Vodafone Group EVO solution and internal and external systems and partners.

  • End-to-end ownership of the incidents , communication betw een business and support teams; issue resolution

  • Responsible for coordinating and ensuring timely updatesto business

  • Wo rk instructions / Cookbooks


  • Escalation Management
  • Improvement initiatives identified and imple mented




  • Securing incidents are resolved within SLA

  • Co-ordination with all support groups..

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  • Follow up of related CRQs / SAP tickets to ensure timely de livery.



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  • Openn essto experience

  • Self-discipline

  • Team player and able to express clearly and convincingly,bo th in speech and in writing

  • Logical and analyti cal with great intellectual capacity


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Individual contributo r


Shi fts starting from 9:30 am IST and Ending at 11:30 pm IST.

 < /p> On-call support (mandate)< /span>




·   &nbs p;     Good communicator, speak and write excellent E nglish. Able to communicate at various levels

·       &n bsp; Service oriented and customer focused with good communication skills

· &nbs p;       Logical and analytical with great intellectual capacity

·         Team player a nd able to express clearly and convincingly, both in speech and in writing

< span>·  &nb sp;      High level of accuracy and attention to detail

·         Proactive attitude with goo d time and workload management skills. Able to recognise and pick up own tasks individually

·         Abilitytowork in com plex matrix organisation structures

· ;         Cultural awareness and ability to adapt to differing sensitivities

·   &nbs p;     Good MS knowledge(Excel, PowerPoint, Word)

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Desired :-


·   &nbs p;     ITIL experience, or experience working in a mu ltinational organization with multiple (internal and external) support teams. < /span>

·   ;       Understanding of a ticketing system (Remedy is preferred)








  • ITIL experience, or experience working in a multinational organization with multiple (internal and external) support tea ms.


Excellent Communications Skills


Not applicable

Life at Vodafone

Raniya's Work Experience

James "Vodafone changed my life"

James "Vodafone changed my life"