Service Support Manager
Vodafone
full-time
Posted on:
Location Type: Office
Location: India
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About the role
- Collaborate with Operations and Transition teams to ensure testing, documentation, and solution implementation meet Vodafone standards.
- Communicate risks associated with service transitions to management and relevant teams.
- Drive continuous process improvements across Incident, Problem, Change, and Risk Management in alignment with NAO process teams.
- Act as an escalation point for major incidents on a 24/7 on-call basis, providing feedback, reports, and trend analysis for improvement.
- Take ownership of operational performance, including third-party partners, and strive for best-in-class service delivery.
- Maintain clear communication with the Service Manager on risks, issues, and potential escalations.
Requirements
- Experienced in Network Operations tools, processes, and practices.
- Strong background in Service Management with a proactive approach to resolving issues.
- Skilled in facilitation and influencing within a support organisation.
- Highly organised, delivery-focused, and efficient in planning and process execution.
- Excellent verbal and written English communication skills.
- Good knowledge of Fixed, Mobile, Voice, and Data communication technologies and standards.
- Proficient in Microsoft Office Suite.
- Minimum 5–10 years of experience, with strong ITIL knowledge, particularly Incident and Problem Management.
Benefits
- Opportunity to work on global service operations and process improvement initiatives.
- Exposure to cross-functional teams and international stakeholders.
- A dynamic environment that encourages innovation and continuous learning.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Network OperationsService ManagementITILIncident ManagementProblem ManagementFixed communication technologiesMobile communication technologiesVoice communication technologiesData communication technologiesMicrosoft Office Suite
Soft Skills
collaborationcommunicationrisk managementprocess improvementownershiporganisationdelivery-focusedplanningfacilitationinfluencing