Senior Executive – Dispatch Operations
Vodafone
full-time
Posted on:
Location Type: Office
Location: India
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Job Level
About the role
- Conduct initial triage of fault tickets and provide analysis to ensure accurate dispatch.
- Allocate reactive and planned work to Field Engineers through manual assignment or automation tools.
- Collaborate closely with NOC teams and stakeholders to support continuous improvement initiatives.
- Monitor ticket allocations through to resolution, following escalation procedures where necessary.
- Assist engineers by securing climbing permissions, access approvals, health and safety documentation, and other third‑party services as required.
- Support Dispatch KPIs by generating escalation and post‑failure reports.
- Provide high‑quality operational support to internal teams and external customers.
- Monitor jeopardy alerts and provide timely assistance to engineers.
- Maintain clear, concise ticket notes including access references, approvals, and confirmation details.
- Comply with field and customer procedures to ensure safe and legal access to all sites.
- Provide constant telephone and email support through designated channels.
- Secure necessary Purchase Orders, payment details, and documentation for access applications.
- Comply with landlord procedures, including security and special clearance requirements.
- Monitor and optimise work queues to ensure SLA adherence.
- Follow Disaster Recovery procedures during equipment failures.
- Contribute to the development of tools, processes, and procedures to enhance operational performance.
Requirements
- Possess a qualification in Electrical Engineering, Telecommunication Engineering, or an equivalent field.
- Bring 2+ years of experience in Telecom, BPO, or KPO sectors.
- Have experience working in a fast-paced dispatch environment, ideally within ICT.
- Able to interpret technical details from fault tickets and dispatch within KPI commitments.
- Experienced in ICT operations involving fault ticket management.
- Skilled in influencing and coordinating internal and external teams.
- Highly organised with strong multitasking abilities.
- Proficient in Microsoft Word, Excel, PowerPoint, and Project.
- Knowledge of Remedy or equivalent ticketing systems preferred.
- Able to tailor communication styles for different stakeholders.
- Understand health and safety considerations in field operations.
- Demonstrate customer focus, accountability, teamwork, and determination.
Benefits
- Health insurance
- 401(k) matching
- Flexible work arrangements
- Paid time off
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
fault ticket managementdispatch operationsKPI adherencehealth and safety documentationtechnical analysisoperational supportmultitaskingprocess developmentescalation proceduresDisaster Recovery procedures
Soft Skills
customer focusaccountabilityteamworkdeterminationinfluencingcoordinatingstrong communicationhighly organizedcollaborationproblem-solving
Certifications
Electrical Engineering qualificationTelecommunication Engineering qualification