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Mobility Service Desk Assistant Manager

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Vodafone

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Location:
India , Pune

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are seeking a skilled specialist to deliver first and second line technical support for mobile device management (MDM) environments in a 24x7 operational setup. The individual will troubleshoot queries, manage incident resolution, ensure adherence to service-level agreements, and coordinate with resolver groups, service managers, and other key partners. This role requires strong analytical skills, the ability to work under pressure, and experience with MDM platforms such as MobileIron and Workspace ONE (WS1).

Job Responsibility:

  • Deliver first and second line technical support for mobile device management applications, ensuring all incidents and service requests are logged, resolved, and closed within defined SLAs
  • Conduct system health checks, maintain documentation for new and updated processes, and contribute to continuous improvement initiatives
  • Troubleshoot help desk and end‑user queries, providing timely resolution and escalating issues where necessary
  • Collaborate with internal teams, service managers, and stakeholders to provide world‑class customer service
  • Support Managed Services functions, ensuring operational excellence in line with agreed service standards
  • Liaise with resolver groups and external/internal partners to ensure seamless support and coordination
  • Participate proactively in innovation initiatives, process enhancements, and knowledge sharing

Requirements:

  • Experienced in MDM platforms such as MobileIron, WS1, and emerging mobility tools
  • Skilled in troubleshooting across Windows, non‑Windows mobile OS, ActiveSync, network issues, and mobile infrastructure monitoring
  • Familiar with call‑logging systems such as ServiceNow and Remedy
  • Able to work effectively under pressure with strong organisational and problem‑solving abilities
  • A collaborative team player with excellent verbal and written communication skills
  • Knowledgeable in MAM, MCM, remote administration tools, and L1/L2 technical support environments (3–5 years preferred)
  • Possessing ITIL Foundation knowledge (certification preferred)
  • Demonstrating strong customer focus, attention to detail, and a commitment to efficiency and process excellence
What we offer:
  • Exposure to enterprise‑level mobility technologies and advanced MDM tools
  • Opportunities to develop strong cross‑functional collaboration and customer‑facing capabilities
  • Experience working in a dynamic 24x7 operations environment with global stakeholders
  • Skill enhancement across incident management, process optimisation, and technical troubleshooting
  • A supportive environment that promotes learning, innovation, and continuous improvement

Additional Information:

Job Posted:
March 26, 2026

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