Apply now »

Sr. Manager

Aggregate function:  Shared Services
Business Area:  Technology _VOIS
Posting Country:  India
Date Posted:  25 Mar 2025
Full Time / Part Time:  Full Time
Contract Type:  Permanent

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.

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 organization, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.

#VOIS

About VOIS India :

In 2009, VOIS started operating in India and now has established global delivery centers 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.

Job description

Roles and Responsibilities:
1.    Service Definition and Implementation:
•    Define and implement operational models and operational processes ensuring alignment with Vodafone´s operation standards (Cloud Infrastructure, Products, Applications, Data).
•    Own periodic compliance and security audit : Establish and maintain operational processes that meet Vodafone’s compliance, security, and audit requirements. Lead actions required to fix anomalies.

2.    Service Management:
•    Lead business-critical services with 24/7 support and compliancy to agreed SLA.
•    Guide the operations team to fully own and resolve end-to-end production issues. Manages KTLO operations for lower environments once dedicated development tram is released.
•    Leads proactive operational monitoring: Develop and maintain advanced monitoring, alerting, and diagnostic systems to provide full visibility into the health of AI/ML applications. Ensure that thresholds are optimized for early issue detection and resolution.
•    Owns operational metrics reporting: measure, and report on key performance metrics, including Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and team effort. Present findings at multiple management levels, up to the E band.
•    Manages escalations and stakeholder communications. Empower the operations team to proactively manage and resolve complex, cross-team production issues. Assure proper RCA are identified and lessons learned are conducted to continuously improve the service.
•  
3.    Technology and Experience:
•    Demonstrates expertise in Google Cloud and Azure platforms, including hands-on experience with their AI/ML offerings and infrastructure management.
•    Has proven Incident management experience on critical services, and proven capabilities of steering issues resolution between different operational teams (including network support and vendor relations) .
 
4.    Continuous Improvement and Knowledge:
•    Proactively seek functional and technological knowledge.
•    Champion automation initiatives to streamline operations, reduce manual intervention, and minimize human errors. 
•    Develop and maintain a comprehensive reporting framework to provide visibility on operational performance ( daily, weekly, monthly quarterly depending on scenarios / stakeholders need ). 
•    Challenge the status quo not limiting to maintain the system state as-is but ensuring the services are achieving new heights
5.    Team Leadership:
•    Lead and mentor a growing team of 3 SREs and 2 ML engineers, providing guidance, training, and growth opportunities.
•    Ensure seamless cooperation between development teams (AIB or Customer) and operational stakeholders, following agile methodologies to deliver continuous improvements in operational performance.
•    Foster a Culture of Accountability: Promote full ownership of production systems and service uptime.

Experience

Core competencies, knowledge and experience:
•    Proven capability in service definition, implementation.  with tacked record of establishing service models.
•    Strong track record of service management leadership experience , operations, major incident responses, including cross-team coordination and post-mortem analysis. 
•    Expertise in Google and Azure platforms, particularly in machine learning, AI technologies, cloud native application management, and network investigation.
Leader in Innovation and continuous improvements in the space of automation, monitoring, alarming setups, zero touch operation
Must have technical/professional qualifications: 

ITIL, GCP platform exposure, 
Vertex AI good to have

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

Apply now »