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Manager 1st Line TV Operations Lead

India, Pune · Job Posted March 20, 2026
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Job Description

We are seeking an individual to lead the 1st Line TV Operations team responsible for monitoring, maintaining, and supporting Vodafone TV services across multiple vendors. The role ensures smooth operations through first-level troubleshooting, effective escalation, and close collaboration with local markets and Group teams to maintain service excellence and drive continuous improvement.

Job Responsibility

  • Guide and develop the team to support their progression and capability enhancement
  • Ensure complete adherence to business SLAs, KPIs, and quality targets
  • Perform first-level incident analysis, interruption handling, and service restoration activities
  • Escalate complex technical issues to second-line teams for swift resolution
  • Coordinate with field engineers and contractors for on-site support when required, ensuring end‑to‑end issue closure
  • Provide timely outage notifications and collaborate with Incident Managers and other stakeholders
  • Participate in ongoing internal and external training to enhance technical skills
  • Work in alignment with operational agreements and meet core service performance indicators including speed, response time, and error rates

Requirements

  • Strong understanding of IPTV, OTT, and Internet Television technologies, including platform architecture, video compression, and delivery concepts
  • Comfortable working with various web-based and Windows applications
  • A collaborative communicator with a focus on teamwork and service excellence
  • Proficient in English (spoken and written)
  • Self-motivated, adaptable, and keen to stay updated with evolving technology trends
  • Holds a university degree in Electronics, Telecommunications, or Information Technology
  • Ideally brings 4–6 years of experience in operations and maintenance environments

What we offer

  • Opportunity to lead a high‑impact operations team ensuring exceptional customer experience
  • Continuous learning through internal and external training sessions
  • Exposure to multi‑vendor, multi‑market TV operations within a global ecosystem
  • The chance to influence service quality and operational improvement initiatives

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