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Vodafone Shared Services India
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Senior Manager role to run operations for Middle ware area

 

Impact on the business

 

    Manage the day-to-day applications operation & Service Delivery, track and manage SLA/OLA and KPI agreed for the supported services.
  • Accountable for service fulfilment and application management.
  • Generate resource/service performance and management reports on request or as per schedule.
  • Involved in identifying and mitigating the risk associated with services in scope.

 

Customers, supplier and third parties

 

  • Attend meetings that review third party’s SLA, client service, service improvements, performance and overall quality of the business process and deliverables.

 

  • A track record of successful and reliable platform operations to-budget, and to-SLA involving several internaland external partners.
  • 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.
  • Accountable for escalation & handling of faults to/from 1st /2nd level support teams and 3rd parties.

 

Leadership and teamwork

 

  • Lead the team and motivate them to get maximum productivity and Builds Confidence.
  • Work towards improving performance of resources and service.
  • Professional, respectful and customer-focused, operating with integrity in all aspects of his/her duties
  • Highly motivated, self-starter with a technical aptitude and a commitmentto achieving results.

 

Innovation and change

 

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

  • Solid analytical & troubleshooting capabilities

  • Work towards Stability and performance of operated platforms according to Business Critical SLAs

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

 

Knowledge and experience

 

  • Must have 10+ years of experience in Application Support/operations in Production Environment. 
  • Responsible for Managingthe Team and Handling Escalations.
  • Knowledge of ITIL Processes and Project Management methodologies.
  • User Level Knowledge of different application architecture, Remedy or Other Ticketing Tool, Monitoring tools, etc.      

 

Communication

 

  • Good communication (written and spoken) Proactive & initiative
  • Good presentation and documentation Skill
  • ExperienceinEuropean work environment.
  • ServiceOrientation.

15

B TECH / MCA / BCA

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