Vodafone Intelligent Solutions
Location
Pune | India
Job description
_VO IS (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, _VO IS has evolved into a global, multi-functionalorganization, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.
In 2009, _VO IS started operating in India and now has established global delivery centres in Pune, Bangalore and Ahmedabad. With more than 14,500 employees, _VO IS 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.
. Work as a SME/consultant in the team supporting the PEGA 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 Pega systems.
. Act as primary owner for one or more key Pega systems, 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
Technical knowledge at senior level needed:
. Understanding of Enterprise CRM Applications
. Solid experience in PEGA
Pega Marketing,
Pega Predictive Diagnostic Cloud(PDC),
Pega SOAP Integration
Pega Log Analyzer
. Hands on experience in Unix and SQL
. Understanding of Incident and problem management process
. Understand, write or maintain complex UNIX Shell scripts
Process knowledge and soft skills
. Eligible for team work in an international team with clear communication skills
. Excellent ITIL, SOX and KPI knowledge
. Experienced in application operations and telecommunications
. To come up with ideas for a later optimal operation
. Result oriented way of working and problem tracking skills
. Project experience and know how:
. Conceptual infrastructure / architecture planning knowledge
. Access Management
. Release strategy and release management
_VO IS 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!
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