Senior Executive_ Dispatch Engineer_Incident Management_Bangalore

About VOIS

VO IS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 7 locations : Albania, Egypt, Hungary, India, Romania, Spain and the UK.

Over 29,000 highly skilled individuals are dedicated to being Vodafone Group’s partner of choice for talent, technology, and transformation. We deliver the best services across IT, Business Intelligence Services, Customer Operations, Business Operations, HR, Finance, Supply Chain, HR Operations, and many more.

Established in 2006, VO IS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.

About VOIS India

Job Role Related Content (Role specific)

Monitor and resolve Jeopardy Alerts in a timely manner; assist engineers with any requirements to execute work.

• Append all Tickets with concise, appropriate notes on activities taken to make work executable – Access Requests, Confirmation and Approval dates and times and references etc.
• Comply with all Field and Customer procedures to ensure engineer’s are booked safely and legally onto site for access or climbs, securing any legal documentation required - Method Statements, Risk Assessment, Employee Certification, Insurance docs and that the Engineer is aware of any local Health and Safety Policies or procedures.
• Maintain constant telephone support through hunt groups and hotline support to provide a quality service to internal departments and external Customers.
• First point of contact for all fault related issues, to ensure prompt escalation to the Dispatch Management.
• Monitor email account for information which may highlight known site or network issues, confirmations of access, climbs or requests for assistance from other areas of the business.
• Provide accurate payment details, Purchase Order numbers and ensure correct information is attached on all access applications. All details are recorded in accordance with local working procedures for accurate invoice approvals and customer charge backs.
• Comply with Landlord procedures to secure Access, Climbs and Escorts. Understand the security and special clearance requirements at some sites.
• Review and provide updates to open work requests, with information to support the business highlighting delays or issues preventing closure.
• Monitor all work queues, assigning tickets within Dispatch SLA’s, ensuring the Field resource is fully optimized.
• In the event of any equipment failures, internally or externally, follow the Dispatch Disaster Recovery program to support customer activities until remedial work has been completed.
• Support and assist with the development of work place tools, process and procedures to increase Dispatch and Field performance

VOIS Equal Opportunity Employer Commitment

VO IS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees’ growth and enables them to create a positive impact on themselves and society. We do not discriminate based on age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.

As a result of living and breathing our commitment, our employees have helped us get certified as a Great Place to Work in India for four years running. We have been also highlighted among the Top 10 Best Workplaces for Millennials, Equity, and Inclusion ,  Top 50 Best Workplaces for Women ,  Top 25 Best Workplaces in IT & IT-BPM  and  10th Overall Best Workplaces in India by the Great Place to Work Institute in 2024. These achievements position us among a select group of trustworthy and high-performing companies which put their employees at the heart of everything they do.

By joining us, you are part of our commitment. We look forward to welcoming you into our family which represents a variety of cultures, backgrounds, perspectives, and skills!

Apply now, and we’ll be in touch!