Manager_1st Line TV Operations Lead_Pune

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
#VOIS #BeUnrivalled #CreateTheFuture

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.

• 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.

• 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.

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

• 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.

• Advanced incident management and service restoration techniques.
• Cross‑functional coordination with Group functions, local markets, and engineering teams.
• Hands‑on experience with IPTV, OTT, and modern video delivery technologies.
• Enhanced leadership skills through team development and performance management.
• Use of operational monitoring tools, dashboards, and analysis methodologies.

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Apply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud.
#JDEnhancedByTARA

• LinkedIn: https://www.linkedin.com/company/vois/
• Facebook: https://www.facebook.com/voisglobal
• Instagram: https://www.instagram.com/voisglobal/
• Chat with our employees: https://lnkd.in/dpkrcvR2