Assistant Manager_L1 Application Support_Pune

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OIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.

As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.

We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.

#VOIS #BeUnrivalled #CreateTheFuture

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We are seeking an Application Support Specialist to manage Level 1 (L1) application support activities for VFIE across all VOIS global locations. The individual will be responsible for ensuring the stability and health of critical systems, providing first-line support, and collaborating with cross-functional teams to resolve incidents and maintain seamless business operations. This role involves working in a distributed, 24x7 production support environment, including on-call responsibilities.

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• Deliver L1 application and production support, ensuring system uptime and minimising service disruptions.
  
• Perform daily health checks on various systems, proactively identifying and escalating issues to relevant teams.
  
• Participate in rotation shifts, including on-call support, to provide continuous coverage.
  
• Communicate system health status and ongoing issues to incident managers during daily stand-up calls.
  
• Escalate application or production issues to subject matter experts or infrastructure teams, following up for resolution and root cause analysis.
  
• Attend daily incident checkpoint calls to provide and seek updates on impacting issues.
  
• Create and maintain Standard Operating Procedures (SOPs) for business-as-usual activities and incident troubleshooting.
  
• Raise Problem Backlog Items (PBIs) for recurring or unresolved issues, contributing to detailed analysis and discussions with next-level teams and vendors.
  
• Provide direct client support for escalated items, outages, and drive P1/P2 incident bridges.
  
• Utilise knowledge of ITIL processes, including incident, problem, and change management.
  
• Leverage technical skills in UNIX, SQL, shell scripting, and automation; familiarity with Amdocs products, ETL, and scheduling/monitoring tools is advantageous.
  

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• Deliver L1 application and production support, ensuring system uptime and minimising service disruptions.
  
• Perform daily health checks on various systems, proactively identifying and escalating issues to relevant teams.
  
• Participate in rotation shifts, including on-call support, to provide continuous coverage.
  
• Communicate system health status and ongoing issues to incident managers during daily stand-up calls.
  
• Escalate application or production issues to subject matter experts or infrastructure teams, following up for resolution and root cause analysis.
  
• Attend daily incident checkpoint calls to provide and seek updates on impacting issues.
  
• Create and maintain Standard Operating Procedures (SOPs) for business-as-usual activities and incident troubleshooting.
  
• Raise Problem Backlog Items (PBIs) for recurring or unresolved issues, contributing to detailed analysis and discussions with next-level teams and vendors.
  
• Provide direct client support for escalated items, outages, and drive P1/P2 incident bridges.
  
• Utilise knowledge of ITIL processes, including incident, problem, and change management.
  
• Leverage technical skills in UNIX, SQL, shell scripting, and automation; familiarity with Amdocs products, ETL, and scheduling/monitoring tools is advantageous.
  

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• Opportunity to work in a dynamic, global environment supporting critical business applications.
  
• Exposure to industry-leading technologies and best practices in ITIL, automation, and telecom solutions.
  
• Collaborative culture with opportunities to engage with cross-functional teams and stakeholders.
  
• Continuous learning and professional development through hands-on experience and knowledge sharing.
  

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• Advanced troubleshooting and incident management in a complex, distributed environment.
  
• Practical application of ITIL processes and automation tools.
  
• Enhanced communication and stakeholder management skills.
  
• Experience with telecom-specific platforms and technologies, including Amdocs products and ETL tools.