Assistant Manager

vodafone

Pune NM Years Exp Posted 195d ago

What you will do

Provide end-to-end support for telecom applications, with a focus on Amdocs CRM, OMS, SOM, and related systems.
Manage and resolve P1–P4 tickets, including incident triage, escalation, and root cause analysis.
Monitor and troubleshoot daily order fallouts in OMS and SOM, engaging relevant support teams for resolution.
Attend checkpoint calls, share updates, and perform impact analysis for ongoing issues.
Create and maintain SOPs for BAU activities and incident troubleshooting.
Raise Master Incidents and PBIs for recurring issues, lead bridge calls for RCA and resolution.
Deliver direct client support for escalations and outages, including P1/P2 incident management.
Develop automation scripts using Shell or Python to enhance operational efficiency.
Utilise monitoring tools such as AppDynamics, Grafana, Splunk, or Dynatrace for proactive issue detection.
Support during weekends or holidays as required.

Experienced in application or production support, with strong technical skills in Unix and SQL.
Familiar with ITIL processes including incident, problem, and change management.
Knowledge of telecom domain, particularly fixed and mobile provisioning.
Exposure to Amdocs products (CRM, OMS, SOM, AUA) is advantageous.
Skilled in scripting (Shell/Python) and automation development.
Able to analyse application behaviour, identify bugs, and propose solutions.
Effective communicator with a collaborative and solution-oriented mindset.
Open to working flexible hours, including weekends and holidays when needed.