Assistant Manager L1 Application Support Pune

Who we are 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 About this Role 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 What you will do 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 Not a perfect fit 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 What s in it for you 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 What skills you will learn 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 Vodafone is committed to attracting developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business We actively encourage everyone to consider becoming a part of our journey