Deputy General Manager_Service Lead Infrastructure Management_Pune

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.#VOIS

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.

Key Accountabilities

Service delivery and managementAccountable for all aspects of service management with the customers, driving stability & issues resolution to best protect the customer & businessClosely managing and effectively driving the major incidents andcissues, driving problem management to identify & remove root cause to prevent reoccurrence & future issues.Monitor the overall level of service- including service levels, incidents, process and change management, processes, standards and procedures - and instigating appropriate actions to address any issues,Provide a focus for SLA management and customer satisfaction and productivity improvement.Report, communicate and update relevant stakeholders on the ongoing operation of services, incident management and ImprovementProgrammes, guaranteeing clarity, visibility, timeliness and expectation management to the right people using the right method.Responsible to deliver the infrastructure builds as per standard andquality and ensure that the customer requirements are met as per agreed configuration.Drive the service improvement plans and actions to make the environment stable and compliant for business.Assists with and advises on the future customer demands / trends, giving direction on improvement for Vodafone InfrastructureManagement practices and procedures to support the achievement of the technology strategy.Performs regular process reviews and resilience improvements in order to provide best customer experience on service.Uses best practice knowledge to keep the consistency in infrastructure compliancy to Vodafone Group standardsEnsuring that systems, procedures, and methodologies are in place to support outstanding service deliveryAnalyzing third-party as well as internal processes, and creating strategies for service delivery optimizationStrong governance capabilities to ensure internal and external business demands are met with respect to cost, time and quality.Team Management SkillsExcellent communication and stakeholder management skills.Effectively drive the organizational changes and requirements with proper planning and execution.Team mentoring and development to meet the business and technology changes. Ensure the talent progression and backup planning for critical rolesEffective goal settings for team to deliver the business objectives with adhering to the organizational standards.Drives delivery of Vodafone Infrastructure Build requirements and initiatives through the identification of business requirements and IT database needs, including coordination of security, maintenance andcomplianceSetting the strategy for capacity management & optimum team utilizationSupport the hiring process to ensure the talent attraction and onboarding

Profile And Experience

With 15+ years of experience in Server Technologies thought leadership and architecture experience in infrastructure landscapeExperience in handling Delivery for multiple accounts across different Geographies and cultureTrack record of leading organizational transformations and cost reductionKnowledge and practical experience of various Server technologies -Linux, UNIX (AIX, Sun Solaris, HPUX), Virtualization etc..Experience in capability building and team building.Have good understanding on delivery processes and able to identify opportunities for automation and optimization of workload.Establishing and maintaining a professional working relationship at multiple levels both internally and with the clientProviding technical consulting expertise and leadership to internalproject teams and clients Providing technical consulting expertise and leadership to internal project teams and clientsSkills in server administration and build of different IT infrastructure environments.Should have excellent knowledge of IT components supporting infrastructure (Storage, Network, Database, Clustering etc)Self-driven and able to work independently or within a teamGood analytical and troubleshooting skills (the ability to think logically through a problem)Must have the initiative, tenacity and commitment to see problems through to resolution

Functional Skills

ITIL Certification preferredGood understanding of INC, CRQ, PBI, Task managementProject management knowledgeKnowledge of 1 or 2 Ticketing tool and IT automation toolsStakeholder communicationGood understanding of Agile approachDriving automation initiatives for the identified opportunities or analyze the environment for automation scopes.

VOIS Equal Opportunity Employer Commitment

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 10 Best Workplaces for Millennials, Equity, and Inclusion, Top 50 Best Workplaces for Women, Top 25 Best Workplaces in IT & IT-BPM and 10th Overall Best Workplaces in India by the Great Place to Work Institute in 2024. 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!