Manager _ Triage Consultant _ Pune
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.
About _VOIS India:
In 2009, _VOIS started operating in India and now has established global delivery centres in Pune, Bangalore and Ahmedabad. With more than 14,500 employees, _VOIS India supports global markets and group functions of Vodafone, and delivers best-in-class customer experience through multi-functional services in the areas of Information Technology, Networks, Business Intelligence and Analytics, Digital Business Solutions (Robotics & AI), Commercial Operations (Consumer & Business), Intelligent Operations, Finance Operations, Supply Chain Operations and HR Operations and more.
What you’ll do
• To ensure the “User’s Issue” is carefully studied, analyzed before he/she is guided to a resolution group.
• Triage Incident’s/Request’s to the appropriate resolution group post careful analysis & to avoid bounces and user dissatisfaction.
• To coordinate activities between other SAP support groups during complex triage situations.
• Appropriate services, resources are engaged for every other Incident/Request to ensure user satisfaction and to void unplanned outages & business impact.
• Strong communications skills and skill to interact with key stakeholders to change initiatives.
• Passion for customer service.
• Excellent organizational skills and be able to prioritize workload effectively.
• Enjoy working in a technical environment and be willing to learn to drive excellent customer service.
Desired Profile:-
Hands on experience of BMC Remedy Tool, Overview of SAP and its business processes with good communication skill.
Who you are
• Responsible for all operational management aspects.
• End-to-end ownership of Triaging tickets Business as Usual & Release Phase, report handling, communication between business and support teams to help swift ticket resolution
• Responsible for coordinating and ensuring continuous correction of the daily activities to prevent high negative business impacts
• Work instructions / Cookbooks
• Triage team documentation
• Escalation Management
• Improvement initiatives identified and implemented
• Should be a good team player
• Should be able to work in 24*7 environment
• Should be innovative
• Should be able to adapt changes
• Proactive attitude with good time and workload management skills.
• Able to recognize and pick up own tasks individually
• Good understanding of SAP Overview both functional/Technical modules
Technical/ Functional Qualifications and/or Professional Certifications:
• Overview knowledge of SAP Technical/Functional Modules.
• Triage Service desk background.
• Hands on Experience on BMC Remedy ticketing & reporting tool.
• Good communicator with ability to communicate at various levels
• Service oriented and customer focused with good communication skills
• Team player and able to express clearly and convincingly, both in speech and in writing.
• Proactive attitude with good time and workload management skills. Able to recognize and pick up own tasks individually.
• Cultural awareness and ability to adapt to differing sensitivities.
• Good MS knowledge (Excel, PowerPoint, Word)
• Ready to work in 24*7 environments.
• ITIL experience & experience working in a multinational organization with multiple (internal and external) support teams.
• Understanding of a trouble ticketing system (Remedy is preferred)
VOIS Equal Opportunity Employer Commitment
India:
_VOIS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees’ growth and enables them to create a positive impact on themselves and society. We do not discriminate based on age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.
As a result of living and breathing our commitment, our employees have helped us get certified as a Great Place to Work in India for four years running. We have been also highlighted among the Top 5 Best Workplaces for Diversity, Equity, and Inclusion, Top 10 Best Workplaces for Women, Top 25 Best Workplaces in IT & IT-BPM and 14th Overall Best Workplaces in India by the Great Place to Work Institute in 2023. These achievements position us among a select group of trustworthy and high-performing companies which put their employees at the heart of everything they do.
By joining us, you are part of our commitment. We look forward to welcoming you into our family which represents a variety of cultures, backgrounds, perspectives, and skills!
Apply now, and we’ll be in touch!
Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
What's in it for you
We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. There are lots of ways we support this, including hybrid working and generous parental leave. You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.
Who we are
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.
Together we can.