Senior Manager
Vodafone Limited
13d ago

He / She is responsible to ensure that the OIT Service isdelivered according to the Service Level Agreement applicable, managing and working with all teams in the support organization, including Vodafone IT, other Vodafone internal suppliers, local markets and external service providers.

Operations of the Services : -

Responsibility for the execution of incident analysis and resolution, request fulfilment, problem analysis and resolution, event management, andhousekeeping tasks (ITIL Application Management) for the backend systems of the OIT Workplace Services.

Responsibility for the execution of First Level incident analysis and resolution and for request fulfilment for the client facing components is assigned to the Customer Service Desk (CSD) managed by OIT Employee Support.

Responsibility for Second Level Support for client software and hardware is assigned to the Floor Support managed by OIT Employee Support.

He / She is directly responsible for release and patch planning, third level support for incident management and third level support for problem management, operational change assessment and for Continuous Service Improvement including service reporting.

As part of thethird level support responsibilities, he / she has to drive end-to-end incident andproblem management where the operations teams are unable to provide resolutionin a timely manner or with the quality required, and to ensure that customer and management communications are timely, concise, and effective.

On-call to provide 24h x 7 days coverage for third level support and for escalation management.

He / She is also responsible to manage the interface to the Solution Owner and to OIT Operations Support, in particular for budget planning, for capacity, availability and performance management, for Continuous Service Improvement, service reporting, operational requirements, service acceptance, and service enablement, and forchange management.

He / She is responsible tomanage the relationship with and the performance of external and internal service providers as well as the Vodafone TSO Global Operations Data Centre and Network teams.

He / She should have excellent skills on the below technologies and functions.

  • Client Automation Radia
  • Application Packaging & Deployment
  • End User Computing Tools
  • HW and SW Asset Management
  • SQL statements and query
  • Automation and Orchestration
  • Responsibilities for the delivery of projects include :

  • Providing subject matter expertise for projects
  • Providing third level support for service operations and service transition tasks
  • The responsibility to support the definition of detailed requirements, to support the creation of designs and plans, and to ensure implementation of high-
  • availability Workplace services and security solutions

  • The responsibility for service transition and service enablement, delivering smooth integration and knowledge transfer to ensure support and operations
  • To ensure technological upgrades
  • To work with and on behalf of Solution Owners and Service Owners of the OIT Services in scope
  • To work closely with the secondlevel support teams for the OIT Services in scope and with support teams in local markets and in other Group Technology departments (DC, Networks)
  • To work closely with project teams rolling out global Workplace services to new local markets or to Vodafone acquisitions
  • To perform quality assurance for project deliverables against operational requirements
  • To work closely with external suppliers and builds a strong relationship with them
  • To ensure high-end to end quality of Service Transition fromProject into Business as Usual for a seamless customer experience
  • To continuously identify and implement system and process improvement initiatives to deliver a best in class user experience whilst improving efficiency in processes and costs
  • B.E. / MCA / MBA

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