Job Description

About _VOIS_VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 7 locations: Albania, Egypt, Hungary, India, Romania, Spain and the UK.Over 29,000 highly skilled individuals are dedicated to being Vodafone Group\'s partner of choice for talent, technology, and transformation. We deliver the best services across IT, Business Intelligence Services, Customer Operations, Business Operations, HR, Finance, Supply Chain, HR Operations, and many more.Established in 2006, _VOIS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.About _VOISIn 2009, _VOIS started operating in India and now has established global delivery centres in Pune, Bangalore and Ahmedabad. With more than 14,500 employees, _VOIS India supports global markets and group functions of Vodafone, and delivers best-in-class customer experience through multi-functional services in the areas of Information Technology, Networks, Business Intelligence and Analytics, Digital Business Solutions (Robotics & AI), Commercial Operations (Consumer & Business), Intelligent Operations, Finance Operations, Supply Chain Operations and HR Operations and more.Job Role & Responsibilities_VOIS is fully owned, operated, and controlled by Vodafone Group PLC largest and one of the most geographically diverse telecommunication companies.We provide a complete suite of Technology, Finance, and BPO sourcing solutions with a relentless focus on providing the best-in-class services to Vodafone Operating Companies, spread across the world, out of our Shared Services Centres located in Pune & Ahmadabad.VOIS provides application operation services to Vodafone Ireland. The services are provided fully integrated in Vodafone Ireland\'s IT service management processes and IT Operations teams.
The role purpose is to provide services in the area of

• Work as a SME/consultant supporting the GCP applications and integration layer
• Must have experience in application support/maintenance.
• Resolve all queries and issues escalated by first line or Customer Support Tam within SLA timeframes to ensure minimum customer impact.
• Operate as part of the on-call rotation for second line support.
• Act as representative as required for planned changes to the GCP.
• Act as primary owner for one or more key cloud applications, 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 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 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 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

_VOIS Equal Opportunity Employer CommitmentIndia:_VOIS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees\' growth and enables them to create a positive impact on themselves and society. We do not discriminate based on age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.As a result of living and breathing our commitment, our employees have helped us get certified as a Great Place to Work in India for four years running. We have been also highlighted among the Top 5 Best Workplaces for Diversity, Equity, and Inclusion, Top 10 Best Workplaces for Women, Top 25 Best Workplaces in IT & IT-BPM and 14th Overall Best Workplaces in India by the Great Place to Work Institute in 2023. These achievements position us among a select group of trustworthy and high-performing companies which put their employees at the heart of everything they do.By joining us, you are part of our commitment. We look forward to welcoming you into our family which represents a variety of cultures, backgrounds, perspectives, and skills!Apply now, and we\'ll be in touch!Who we areYou may have already heard of Vodafone - We\'re a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.As part of our global family, whether that\'s Vodafone, Vodacom or _VOIS, you\'ll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.Together we can.Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

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