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: To perform First line diagnosis for IPVPN/Internet/IP faults
Customer call handling, raising ticket and probe customer for relevant information asper the nature of problem.
To handle fault reporting, fault isolation and escalation in accordance to Global Processes
Diagnose and troubleshoot technical issues including network configuration
To ensure all faults reported are promptly identified and resolved according to committed service level and KPIs
Manage internal supports / service partners / vendors to resolve circuit/network faults according to agreed Local Work Instructions
Willing to work in shifts including night shifts.
Ability and eagerness to learn different technologies, skills and knowledge.
Broad technical knowledge and ability to interpret this to the customer level
Co-ordination with service provider across globe and follow incident management process for the resolution of customer reported incidents
Identify In-scope work and take right and timely decisions in resolution
Key Accountabilities (Role Description)
Incident Management – Perform first line diagnosis for all IP related faults including IPVPN, Internet etc.
This role is critical for resolution of customer reported faults and to ensure the faults are resolved within SLA and avoid any service credits.
This Role requires interfacing with customer and Service providers for fault management. This role also requires working with internal teams during incident management ensuring the faults are resolved within SLA.
Know when to escalate and how to deescalate
Provide prompt and accurate feedback to the customers through the incident journey
Take ownership of the customers’ issues reported towards resolution
Yes
Yes, where applicable
Team structure (highlight approx. number of direct and indirect reports)
This role reports to Team Lead.
Any additional lines of reporting this role is expected to have? Please specify.
No
Essential
Telecommunications and IT service models and their practical application
Good Communication skills
1+ Years of experience in Telecom Service Provider / System Integrators
Good knowledge on troubleshooting transmission and IP networks.
ITIL Fondation level qualified
Business processes design and documentation
Experience in escalation of incidents to, and in driving incident resolution with, technology vendors / OLO / Third party suppliers.
Broad experience of continuous: Process, Systems, and Capability improvements
Engineering Degree or equivalent. High technical troubleshooting knowledge in IP Networks
High Technical knowledge in troubleshooting complex issues in Cisco Routers, switches and Alcatel routers.
Good understanding on Submarine cable systems.
Basic knowledge in CCNA voice.
Desired
1+ Year of experience in Telecom domain
At least 1 year of exp in IP side and troubleshooting fixed line.
VOIS Equal Opportunity Employer Commitment 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 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!