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 VOIS India:
In 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.
Role Purpose
Role purpose is to provide technical service desk support to Premium service customers with complex solutions and complex SLA requirements in a 24/7 shift based working environment
Key accountabilities (Role Description)
- To initiate triage and perform pro-active analysis for all Incident Management
- Support the day to day operations with Change & Fault management by adopting ITIL industry standards.
- Responsible for adhering to SLA and ownership on Incident Management
- throughout the life cycle.
- Responsible for transferring tickets to L2 engineers and other necessary respective teams for Incident Management
- Responsible for adhering to process framework outlined for profile.
- Zero misses on process and escalations
- To coordinate with Vendors and 3rd Parties on priorities based in situation and impact to customer business
- Ensure customers are regularly updated about the ongoing Incident
- Individual has to be confident and should be able to handle customer effectively (Individual would need to join customer bridge calls for troubleshooting or during an escalation to keep customer appraised of progress)
Essential
- CCNA desirable with 1 year NOC experience with technical profile background. 1-2 year experience in voice & SBC.
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Candidate should have engineering background. BE/BTECH. CCNA certification desirable. Experience in voice, SBC
Desired:
- Experience in WAN technologies and troubleshooting is an added advantage.
- Very Good customer handling skills and Communication should be very good as we deal with Customers across the GLOBE, Voice, Audio Code SBC, OVOC platform, SIP trunking, MOS, QoS technical experience
What's in it for you
India:
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 10 Best Workplaces for Millennials, Equity, and Inclusion, Top 50 Best Workplaces for Women, Top 25 Best Workplaces in IT & IT-BPM and 10th Overall Best Workplaces in India by the Great Place to Work Institute in 2024. 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!