Application Support Lead - VOIS
Who we are
VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
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About this Role
We are seeking an experienced Application Support Lead to manage a team supporting large-scale, complex applications within the CMPA project. Based in Pune, this permanent role involves overseeing incident and problem management, ensuring SLA adherence, and driving operational excellence. The individual will collaborate with cross-functional teams, lead triage calls, and contribute to continuous improvement initiatives. A strong understanding of the ITIL framework and experience in Java-Springboot and Camunda are essential.
What you’ll do
- Lead, coach, and mentor the application support team to ensure high-quality service delivery.
- Manage incident and problem resolution processes, ensuring SLA and KPI compliance.
- Coordinate critical issue triage calls (P1 and P2), and maintain shift and holiday support schedules.
- Act as a liaison between business users and technical teams to clarify requirements and disseminate updates.
- Conduct service reviews and implement strategies to optimise application performance and business efficiency.
- Identify process gaps and technical debt, and proactively address them.
- Ensure documentation and best practices are maintained and continuously improved.
Who you are
- Minimum 6 years of experience leading application support teams for large and complex systems.
- Proficient in Java-Springboot and Camunda.
- Strong knowledge of the ITIL framework; ITIL certification preferred.
- Demonstrated experience in SLA and KPI management.
- Excellent communication and coordination skills in complex programme environments.
- Proven leadership capabilities with the ability to manage diverse teams.
- Willingness to work in shifts, including night shifts.
- Graduate or postgraduate in a technical stream (preferably Engineering).
- PMP or equivalent certification is desirable.
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 lead a high-impact support team within a global organisation.
- Exposure to large-scale applications and critical business processes.
- Collaborative work environment with cross-functional teams.
- Flexibility to work in shifts and gain experience in global support operations.
- Career development through certifications and leadership opportunities.
What skills you will learn
- Advanced application support and incident management techniques.
- ITIL-based service delivery and operational excellence.
- Cross-functional collaboration and stakeholder management.
- Strategic thinking and process optimisation.
- Leadership and team management in a dynamic environment.
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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