Analytics Operations Lead
About this Role
The Analytics Operations Lead is responsible for coordinating and overseeing the operational services delivered by AIDA on Cloud and on Vodafone Premises, ensuring high-quality service management across Local Markets and Group Functions. This position operates within a geographically distributed and matrix-organised team, leading operational excellence across internal customer-facing services and internal platforms.
The individual will be accountable for maintaining customer relationships, ensuring satisfaction and fulfilment of operational commitments, and delivering on KPIs for specific services. The role involves leading the preparation and explanation of monthly service reviews, coordinating daily end-to-end activities of platform, application, and data operations, and managing escalations in collaboration with relevant stakeholders. The Analytics Operations Lead will also ensure the operations team fulfils Service Level Agreements (SLAs) and will work to streamline operational growth and effectiveness through the introduction of zero-touch operation strategies and automation.
The services under this role’s remit include:
• An on-premise data movement service adopted by 14 Local Markets/Group Entities, enabling data movement, transformation, and pseudo-anonymisation from on-premises to cloud and cloud-to-cloud, based on CDAP, with 24/7 support for platform and application services.
• A GCP cloud data transformation proposition responsible for data conversion, anonymisation, and population in Google Big Query, adopted by 7 Local Markets/Group Entities, with 24/7 support and ongoing automation initiatives.
• An AIDA Generative AI proposition delivered through templated infrastructure and application frameworks on Google/Azure, enabling customers to create AI applications with standard content moderation and validation frameworks, supported 24/7 with a strong Site Reliability Engineering (SRE) and zero-touch operation strategy.
• Operational support for cloud-hosted and on-premises data visualisation tools used by specific customers.
Who are you
You are an individual with a collaborative and inclusive approach, committed to delivering operational excellence and continuous improvement. You value diversity, demonstrate empathy, and are adept at building strong relationships with stakeholders across various geographies. You are proactive, adaptable, and thrive in dynamic, evolving environments.
What you will do
• Ensure fulfilment of operational SLAs and manage escalation resolution.
• Set up monitoring and alerting instrumentation processes to proactively detect and respond to service failures.
• Analyse daily, weekly, and monthly statistical reporting on operations.
• Report trend analysis of owned services to customers and internal management.
• Seek continuous feedback and identify opportunities to enhance value delivered to customers.
• Streamline service management processes (INC/PBI/SRT/CHG).
• Steer the evolution of operations from hands-on to zero-touch through code-driven monitoring, alerting, and self-healing procedures.
• Coordinate with delivery leads to introduce and execute smooth and effective operations for new services.
• Ensure compliance with security, privacy, and audit requirements.
What skills you need
• Minimum 3 years’ proven experience with cloud platforms (GCP/Azure), including data movement, transformation architecture, and large-scale international programmes (preferably with Data, DWH/Big Data/Cloud).
• Comprehensive knowledge and experience in IT operations management, including the use of ticketing tools such as JIRA, Remedy, Jenkins, etc.
• Ability to efficiently allocate work, track deliverables, and contribute as necessary while ensuring consistent quality.
• Demonstrated experience in customer-facing operations, stakeholder management, and service enablement, including escalation handling.
• Proactive in identifying and addressing potential service issues.
• Skilled in designing and optimising service management processes and support models.
• Experience working with geographically distributed teams and related coordination challenges.
• ITIL Certification and solution design knowledge.
• Strong English communication and moderation skills, with excellent listening capacity and empathy.
• Agile and results-oriented mindset.
• Effective presentation and communication skills.
• Ability to coordinate international teams.
• High self-motivation.
• Familiarity with Agile and SAFe methodologies.
What skills you will learn
• Advanced operational excellence in cloud and on-premises environments.
• Implementation of zero-touch operation strategies and automation.
• Enhanced stakeholder management across diverse, international teams.
• Leading operational transformation initiatives in a dynamic, evolving environment.
• Deepening expertise in compliance, security, and privacy within large-scale data operations.
What’s in it for you
• Work from Home – hybrid approach
• Medical and dental services
• Life and hospitalization insurance
• Dedicated employee phone subscription
• Special discounts for gyms and retailers
• Annual Company Bonus
• Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills
• You get to work with tried and trusted web-technology
• Getting in on the ground floor of a technology changing company
• Flexible Vacation – Take time off when you need it, we trust you
• Special Paternal Program - 4 months of paid paternity leave
About VOIS
VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 7 locations: Albania, Egypt, Hungary, India, Romania, Spain and the UK.
Over 29,000 highly skilled individuals are dedicated to being Vodafone Group’s partner of choice for talent, technology, and transformation. We deliver the best services across IT, Business Intelligence Services, Customer Operations, Business Operations, HR, Finance, Supply Chain, HR Operations, and many more.
Established in 2006, VOIS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.
#VOIS #BeUnrivalled #CreateTheFuture
About Vodafone
You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.
As part of our global family, whether that's Vodafone, Vodacom or VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.