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Vodafone Shared Services India
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  • Work as a SME/consultant in the team

  • Resolve all queries and issues escalated by first lineor CST within SLA timeframes to ensure minimum customer impact.

  • Operate as part of the on-call rotation for second line support.

  • Act as the Care representative as required for planned changes to the Care systems.

  • Act as primary owner for oneor more key Care systems, Software and system maintenance / health checks are appropriate and scheduled accordingly.

  • For key systems,ensure that appropriate documentation and training materials are available androll out cross skilling of this data as appropriate to both first and second line teams

  • Adhere to testing, security, incident and change management procedures

  • Operate with the incident managers to ensure speedy resolution of issues and provide required detail for accuracy of reporting.

  • Work with the problem manager to determine root cause analysis and preventive measures to ensure no repeat of incidents and implement said measures.

  • Attend team meeting and Operations communication sessions as required.

  • Ensuring all incidents and issues for key systems are added to knowledge base

  • Ability to work in diverse and multiculturalteams and develop a detailed understanding of application operations.

  • Liaising with support groups and other departments on planned maintenance activities, technical issues and major incidents.

  • Responsible for working with 1st /2nd levelsupport teams and 3rd parties to resolve operational issues.

  • Solid analytical& troubleshooting capabilities

  • Passionate to contribute to customer satisfaction combined with an attitude to continuously improve the service deliveryquality

  • Flexible with the ability to maintain effectiveness in a changing environment and new technologies

  • Good communication (written and spoken). Proactive & self-driven.

  • Good presentation and documentation Skills.

  • Experience in European work Environment is an added advantage

 

 

Knowledge and experience

 

  • Primary Skills: Weblogic, OSB , SOA, Oracle Retail Apps

  • Secondary Skills: Unix, Linux, Shell Scripting, Oracle DB

  • Other Skills: Production Support,  ITIL, Remedy tool

  • Functional Skills: Telecom domain knowledge, prior experience of supporting online portal preferred

  • Minimum 3 years technical operations experience

  • Experience of complex solutions and Incident/Problem/Change management lifecycle

  • Strong communications skills

  • Hands-on experience of UNIX – (minimum of 2 years’ experience using Unix)

  • PL/SQL – minimum of 2 years’ experience

  • Knowledge of telecom industry is mandatory.

  • Knowledge of ITIL Processes and Project Management methodologies.

  • Good knowledge of  different application architecture, Remedy or Other Ticketing Tool , Monitoring tools     

 

 

Key Responsibilities:

 

  • Work as a SME/consultant in the team

  • Resolve all queries and issues escalated by first line or CST within SLA timeframes to ensure minimum customer impact.

  • Operate as part of the on-call rotation for second line support.

  • Act as the Care representative as required for plannedchanges to the Care systems.

  • Act as primary owner forone or more key Care systems, Software and system maintenance / health checks are appropriate and scheduled accordingly.

  • For key systems, ensure that appropriate documentation and training materials are available and roll out cross skilling of this data as appropriate to both first and second line teams

  • Adhere to testing, security, incident andchange management procedures

  • Operate with the incidentmanagers to ensure speedy resolution of issues and provide required detail for accuracy of reporting.

  • Work with the problem manager todetermine root cause analysis and preventive measures to ensure no repeat of incidents and implement said measures.

  • Attend team meeting and Operations communication sessions as required.

  • Ensuring all incidents and issues for key systems are added to knowledge base

  • Ability to work in diverse and multicultural teams and develop a detailed understanding of application operations.

  • Liaising with support groups and other departments on planned maintenance activities, technical issues and major incidents.

  • Responsible for working with 1st /2nd level support teams and 3rd parties to resolve operational issues.

  • Solid analytical & troubleshooting capabilities

  • Passionate to contribute to customer satisfaction combined with an attitude to continuously improve the service delivery quality

  • Flexible with the ability to maintain effectiveness in a changingenvironment and new technologies

  • Good communication (written and spoken). Proactive & self-driven.

  • Good presentation and documentation Skills.

  • Experience in European work Environment is an added advantage

 

 

 

 

NA

 

BE/ B Tech/MCA

 

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