Deputy Manager_Ticket Management Platform Analyst_Pune
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.
#VOIS #BeUnrivalled #CreateTheFuture
About this Role
What you’ll do
- Own and manage the end-to-end lifecycle of HR service tickets across enterprise service management platforms such as ServiceNow or equivalent tools.
- Perform category triaging to ensure accurate routing, faster resolution, and reduced rework.
- Analyse ticket volumes, inflow and outflow patterns, backlog trends, and resolution performance.
- Identify root causes of recurring issues and partner with HR Operations, Centres of Excellence, and IT teams to address systemic challenges.
- Drive continuous improvement initiatives by translating ticket insights into process fixes, automation opportunities, and standardisation actions.
- Ensure high standards of data quality, accuracy, and governance within ticketing systems.
- Develop and maintain dashboards and reports to track key performance indicators, including volumes, SLAs, first-time resolution, and backlog health.
- Stay informed on evolving ESM and ITSM best practices and platform capabilities to support the ongoing optimisation of the service management landscape.
Who you are
- An individual with a strong analytical mindset and a focus on understanding volume movement, performance trends, and service outcomes.
- Experienced in translating complex ticket data into clear, actionable insights that drive measurable improvements.
- Comfortable working with multiple stakeholders and collaborating across HR, technology, and operational teams.
- Oriented towards continuous improvement, with exposure to Lean, Six Sigma, or similar process excellence methodologies.
- Equipped with hands-on experience in HR Shared Services or HR Operations environments.
- Confident in using ticketing and case management platforms, with practical experience in triaging, queue management, and service optimisation.
- Educated to at least bachelor’s degree level or equivalent.
Not a perfect fit?
What's in it for you
- The opportunity to influence and improve HR service delivery at scale within a global organisation.
- Exposure to enterprise-grade service management platforms and complex HR operations.
- A collaborative environment that values data-driven decision-making and continuous improvement.
- The chance to work with diverse, cross-functional teams across HR and technology domains
What skills you will learn
- Advanced ticket analytics and service performance reporting within HR Shared Services.
- Practical application of process optimisation and continuous improvement techniques.
- Deeper understanding of ESM and ITSM platforms and their capabilities in an HR context.
- Stakeholder engagement and influencing skills across global and cross-functional teams.
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 truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
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Follow us on social media
- LinkedIn: https://www.linkedin.com/company/vois/
- Facebook: https://www.facebook.com/voisglobal
- Instagram: https://www.instagram.com/voisglobal/
- You can also chat with our employees to learn more about our projects:
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