Assistant Manager-Dispatch Operations Specialist (Telecom Networks) Job at Vodafone (Bangalore)

Job Description

We are seeking a detail-oriented and collaborative professional to join our Network Dispatch function in Bangalore. This role operates in a 24x7 shift environment and is critical in ensuring efficient ticket triage, accurate dispatching, and seamless coordination with field teams and network operations centres. Reporting to the Dispatch Lead, the individual will interface with Assurance teams, Field Operations, Incident Management, and internal stakeholders to maintain service continuity and meet operational KPIs.

Job Responsibility

Carry out initial triage of fault tickets, analysing requests to ensure accurate and timely onward dispatch
Allocate reactive and planned work to field teams through manual ticketing or automated optimisation tools
Monitor and manage ticket lifecycle through to resolution, ensuring SLA adherence and appropriate escalations
Support field engineers with access, climbing permissions, and third-party services in line with local procedures
Produce escalation reports and post-failure analysis
contribute to continuous improvement initiatives
Maintain thorough and accurate ticket documentation including access approvals, references, and timelines
Provide constant telephone and email support to internal teams and external customers
Act as the first point of contact for fault-related issues, ensuring prompt escalation when required
Monitor work queues and assign tickets efficiently to optimise field resource utilisation
Ensure compliance with health, safety, landlord, and site-specific access procedures
Support disaster recovery processes during equipment or system failures
Contribute to process, tools, and performance improvements across Dispatch and Field Services
Maintain accurate administrative reporting (weekly/monthly) for performance tracking and process enhancement

Requirements

Possess strong process knowledge within telecom or ICT dispatch environments
Demonstrate effective organisation, task management, and the ability to handle multiple priorities
Skilled in building effective working relationships and collaborating with cross-functional teams
Bring a mindset of continuous improvement, creativity, and operational excellence
Have at least 3 years of total experience, including a minimum of 2 years in a dispatch function
Hold ITIL Foundation certification in IT Service Management
Have working knowledge of GSM, 3G, and 4G telecom networks
Be proficient in Microsoft Office applications and familiar with ticketing tools such as Remedy or equivalent
Understand fault ticket analysis, escalation processes, and field execution requirements
Demonstrate awareness of health and safety practices in field operations

What we offer

Opportunity to work in a high-impact, 24x7 telecom operations environment
Exposure to end-to-end network dispatch and field service coordination
Involvement in continuous improvement initiatives and process optimisation
Collaboration with diverse internal and external stakeholders across global markets
Development within a performance-driven and quality-focused culture

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Assistant Manager-Dispatch Operations Specialist (Telecom Networks)

Job Description

Job Responsibility

Requirements

What we offer

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