Assistant Manager-Dispatch Operations Specialist (Telecom Networks) - BangaloreVOIS
Who we are
We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.
Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.
Together we can.
About this role
We are seeking a detail-oriented and collaborative professional to join our Network Dispatch function in Bangalore. This role operates in a 24x7 shift environment and is critical in ensuring efficient ticket triage, accurate dispatching, and seamless coordination with field teams and network operations centres. Reporting to the Dispatch Lead, the individual will interface with Assurance teams, Field Operations, Incident Management, and internal stakeholders to maintain service continuity and meet operational KPIs.
What you will do
- Carry out initial triage of fault tickets, analysing requests to ensure accurate and timely onward dispatch
- Allocate reactive and planned work to field teams through manual ticketing or automated optimisation tools
- Monitor and manage ticket lifecycle through to resolution, ensuring SLA adherence and appropriate escalations
- Support field engineers with access, climbing permissions, and third-party services in line with local procedures
- Produce escalation reports and post-failure analysis; contribute to continuous improvement initiatives
- Maintain thorough and accurate ticket documentation including access approvals, references, and timelines
- Provide constant telephone and email support to internal teams and external customers
- Act as the first point of contact for fault-related issues, ensuring prompt escalation when required
- Monitor work queues and assign tickets efficiently to optimise field resource utilisation
- Ensure compliance with health, safety, landlord, and site-specific access procedures
- Support disaster recovery processes during equipment or system failures
- Contribute to process, tools, and performance improvements across Dispatch and Field Services
- Maintain accurate administrative reporting (weekly/monthly) for performance tracking and process enhancement
Who you are
- Possess strong process knowledge within telecom or ICT dispatch environments
- Demonstrate effective organisation, task management, and the ability to handle multiple priorities
- Skilled in building effective working relationships and collaborating with cross-functional teams
- Bring a mindset of continuous improvement, creativity, and operational excellence
- Have at least 3 years of total experience, including a minimum of 2 years in a dispatch function
- Hold ITIL Foundation certification in IT Service Management
- Have working knowledge of GSM, 3G, and 4G telecom networks
- Be proficient in Microsoft Office applications and familiar with ticketing tools such as Remedy or equivalent
- Understand fault ticket analysis, escalation processes, and field execution requirements
- Demonstrate awareness of health and safety practices in field operations
Not a Perfect Fit?
Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.
What’s in it for you
- Opportunity to work in a high-impact, 24x7 telecom operations environment
- Exposure to end-to-end network dispatch and field service coordination
- Involvement in continuous improvement initiatives and process optimisation
- Collaboration with diverse internal and external stakeholders across global markets
- Development within a performance-driven and quality-focused culture
What skills you will learn
- Advanced ticket triage, prioritisation, and SLA management techniques
- Practical experience in telecom network operations and dispatch workflows
- Stakeholder communication and escalation management in critical environments
- Process optimisation and operational reporting skills
- Hands-on exposure to tools, automation, and resource allocation strategies
VOIS Equal Opportunity Employer Commitment
Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.
Join us
At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
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