Mobility Service Desk- Assistant Manager-Pune

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.
#VOIS #BeUnrivalled #CreateTheFuture

We are seeking a skilled specialist to deliver first and second line technical support for mobile device management (MDM) environments in a 24x7 operational setup. The individual will troubleshoot queries, manage incident resolution, ensure adherence to service-level agreements, and coordinate with resolver groups, service managers, and other key partners. This role requires strong analytical skills, the ability to work under pressure, and experience with MDM platforms such as MobileIron and Workspace ONE (WS1).

• Deliver first and second line technical support for mobile device management applications, ensuring all incidents and service requests are logged, resolved, and closed within defined SLAs.
• Conduct system health checks, maintain documentation for new and updated processes, and contribute to continuous improvement initiatives.
• Troubleshoot help desk and end‑user queries, providing timely resolution and escalating issues where necessary.
• Collaborate with internal teams, service managers, and stakeholders to provide world‑class customer service.
• Support Managed Services functions, ensuring operational excellence in line with agreed service standards.
• Liaise with resolver groups and external/internal partners to ensure seamless support and coordination.
• Participate proactively in innovation initiatives, process enhancements, and knowledge sharing.

• Experienced in MDM platforms such as MobileIron, WS1, and emerging mobility tools.
• Skilled in troubleshooting across Windows, non‑Windows mobile OS, ActiveSync, network issues, and mobile infrastructure monitoring.
• Familiar with call‑logging systems such as ServiceNow and Remedy.
• Able to work effectively under pressure with strong organisational and problem‑solving abilities.
• A collaborative team player with excellent verbal and written communication skills.
• Knowledgeable in MAM, MCM, remote administration tools, and L1/L2 technical support environments (3–5 years preferred).
• Possessing ITIL Foundation knowledge (certification preferred).
• Demonstrating strong customer focus, attention to detail, and a commitment to efficiency and process excellence.

• Exposure to enterprise‑level mobility technologies and advanced MDM tools.
• Opportunities to develop strong cross‑functional collaboration and customer‑facing capabilities.
• Experience working in a dynamic 24x7 operations environment with global stakeholders.
• Skill enhancement across incident management, process optimisation, and technical troubleshooting.
• A supportive environment that promotes learning, innovation, and continuous improvement.

• Advanced proficiency in mobile device management technologies (MobileIron, WS1, VMware tools).
• Enhanced troubleshooting skills across mobile operating systems, networks, and enterprise mobility infrastructure.
• Stronger capability in incident, problem, and service‑level management.
• Knowledge of ITIL practices and service operations frameworks.
• Improved communication, customer‑centric engagement, and teamwork skills.

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.

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 truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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