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Vodafone Logo Vodafone · IT - Administration

Deputy Manager_Ticket Management Platform Analyst

India, Pune · Job Posted May 31, 2026
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Job Description

We are seeking an experienced Ticket Management Platform Analyst to support HR Services by driving efficient, standardised, and scalable service delivery through robust ticketing and service management platforms. This role plays a critical part in improving operational performance across HR Shared Services by owning the end-to-end lifecycle of HR service tickets, analysing trends, and enabling continuous improvement through data-led insights and cross-functional collaboration.

Job Responsibility

  • Own and manage the end-to-end lifecycle of HR service tickets across enterprise service management platforms such as ServiceNow or equivalent tools
  • Perform category triaging to ensure accurate routing, faster resolution, and reduced rework
  • Analyse ticket volumes, inflow and outflow patterns, backlog trends, and resolution performance
  • Identify root causes of recurring issues and partner with HR Operations, Centres of Excellence, and IT teams to address systemic challenges
  • Drive continuous improvement initiatives by translating ticket insights into process fixes, automation opportunities, and standardisation actions
  • Ensure high standards of data quality, accuracy, and governance within ticketing systems
  • Develop and maintain dashboards and reports to track key performance indicators, including volumes, SLAs, first-time resolution, and backlog health
  • Stay informed on evolving ESM and ITSM best practices and platform capabilities to support the ongoing optimisation of the service management landscape

Requirements

  • An individual with a strong analytical mindset and a focus on understanding volume movement, performance trends, and service outcomes
  • Experienced in translating complex ticket data into clear, actionable insights that drive measurable improvements
  • Comfortable working with multiple stakeholders and collaborating across HR, technology, and operational teams
  • Oriented towards continuous improvement, with exposure to Lean, Six Sigma, or similar process excellence methodologies
  • Equipped with hands-on experience in HR Shared Services or HR Operations environments
  • Confident in using ticketing and case management platforms, with practical experience in triaging, queue management, and service optimisation
  • Educated to at least bachelor’s degree level or equivalent

What we offer

  • The opportunity to influence and improve HR service delivery at scale within a global organisation
  • Exposure to enterprise-grade service management platforms and complex HR operations
  • A collaborative environment that values data-driven decision-making and continuous improvement
  • The chance to work with diverse, cross-functional teams across HR and technology domains
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