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Vodafone Logo Vodafone · IT - Administration

Service Support Manager

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

We are seeking a Service Support professional to assist the NAO UC Service Manager in managing Group Products and driving service improvement initiatives. This role involves KPI analysis, onboarding activities, stakeholder engagement, and operational support. You will act as a key interface for escalations and ensure seamless communication across teams and the wider business.

Job Responsibility

  • Collaborate with Operations and Transition teams to ensure testing, documentation, and solution implementation meet Vodafone standards
  • Communicate risks associated with service transitions to management and relevant teams
  • Drive continuous process improvements across Incident, Problem, Change, and Risk Management in alignment with NAO process teams
  • Act as an escalation point for major incidents on a 24/7 on-call basis, providing feedback, reports, and trend analysis for improvement
  • Take ownership of operational performance, including third-party partners, and strive for best-in-class service delivery
  • Maintain clear communication with the Service Manager on risks, issues, and potential escalations

Requirements

  • Experienced in Network Operations tools, processes, and practices
  • Strong background in Service Management with a proactive approach to resolving issues
  • Skilled in facilitation and influencing within a support organisation
  • Highly organised, delivery-focused, and efficient in planning and process execution
  • Excellent verbal and written English communication skills
  • Good knowledge of Fixed, Mobile, Voice, and Data communication technologies and standards
  • Proficient in Microsoft Office Suite
  • Minimum 5–10 years of experience, with strong ITIL knowledge, particularly Incident and Problem Management

What we offer

  • Opportunity to work on global service operations and process improvement initiatives
  • Exposure to cross-functional teams and international stakeholders
  • A dynamic environment that encourages innovation and continuous learning
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