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Vodafone Shared Services India
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Primary Skills : Communication Skills and Technical Skills


Key accountabilities (Role Description)

·         Initiate escalation procedures to ensure Service Level Agreements are met

·         Manage customer issues through to closure

·         Create and send out alerts and other customer communications as required

·         Provide recommendations for service improvement through observation and customer feedback

·         Identify customer training and education opportunities

·         Identify recurring outages and trends

·         Mentor and coach new hires

·         Ongoing documentation and improvement of processes

·         Monitor corporate and production infrastructure

·         Perform and monitor daily, weekly and monthly scheduled and automated tasks

·         Escalates to Level 3 customer issues unresolved at Level 2 by packaging, with concise description, actions, and traces required for escalation of “bugs” and/or “request for assistance”

·         Provides work direction, problem resolution, and training to other technical support personnel

·         Excellent verbal and communication skills

·         Excellent analytical and troubling shooting skills

·         Excellent customer service skills, including the ability to deal calmly, positively, and professionally in tense or elevated situations and with upset or frustrated customers

·         Ability to diagnose, troubleshoot, obtain results, provide solutions for a broad range of technical problems

·         Responsible; able to manage time effectively and work efficiently, both with and without direct supervision


Specifics for the role

This role requires working in Shifts: No

This role requires traveling: No


Desired Profile:


·         1.5 Years of experience as a SME / L2 in Service Desk environment.

·         Total experience should be more than 3 years.


Desired: Geographical exposure to UK and US customers/users


Education/Technical/Functional qualifications and/or Professional Certifications:

·         Essential:  Engineering  Graduate

·         Desired:  ITIL/MCSE/MCSA Certification


Behavioral/ Personality Specifications required:

·         Excellent communication skill,

·         Work on building up the knowledgebase to drive process improvements over time.

·         Co-ordinate incident resolution activities across a large number of internal groups and 3rd       Party suppliers to ensure customer incidents/changes are resolved within SLA.

·         Innovative

·         Excellent interpersonal skills

·         Good Analytical skills


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