ITIL JOB- Engineer/ Sr. Engineer-WebChat

Role Description


The purpose of this role is to support VT IS hosted Solutions mediating data for the Consumer Channels Services proposition. Solutions in scope are NGCC Web-Chat

Role is L2 Application Operation and Application Deployment for BAU and minor enhancements releases. Manage and maintain interface with vendors.



Key Accountabilities


  • Deliver 24/7 AO L2 support for Incident, Problem, change management ensuring proactive resolution and root cause analysis of the assigned application incidents/problems within the agreed SLA.
  • Establish and manage a close working relationship with service owner, 1st level support, 3rd level support.
  • Interact with other 2nd level support team for joined troubleshooting sessions where root cause is not well defined ( e. w. with Infrastructure and network team)
  • Handle on Service Owners behalf day to day AO business, interact with Vendors and Application Operations Partners to ensure Service expectations are managed throughout the expected results.
  • Provide Report and Analysis  to Consumer Channels – Service Owner
  • Be responsible of regular release deployments and application upgrades in production, pre-production, and test environments. Be responsible of similar activities on all the environments owned by Global Applications for the mentioned solutions.
  • Attend on demand CAB meetings on behalf of the service owner to get proper approval of Changes.
  • Facilitate discussion and interface with Vendor support.
  • Take accountability of the task assigned assuring their execution within the time, costs, quality expected
  • Support E2E deployment of minor enhancement changes
  • Perform periodic application capacity assessment and proactive maintenance
  • Build proactively or on demand reporting and statistics related to the quality of the service / issues in analysis
  • Identify and implement best practice and process improvements with 3rd parties delivering application operation services to Consumer Channels Services.
  • Assure change management is performed the agreed VT IS and GA standards ,
  • Hhighlight proactively to the Service Owner gaps or mitigation when quality of service, business requirements, SLA are not met.
  • Take part to lessons learned meeting to continue to enhance the quality of the service delivered.
  • Collaborate with peers.
  • Automate and maintain existing automation of administrative tasks (e.g. release deployments)
  • Proactive continuous service improvements (e.g. extension of Monitoring setup to detect known error states)
  • In office and on call working time will be in line with VT IS Application Operation Standards.
  • Assure quality of service is delivered.
  • Assure delivery of patches and upgrade in line with solution owner needs and VIT IS / GA standards.
  • Report to the assigned VT IS Service Owner/ Project Manager
  • Interact with peers L2 team responsible of other layers ( e.g. Infrastructure or Network ) and Application Managers.
  • Responsible for managed setup in terms of configuration, changes, implementation rollout and preparation for all operated services including on call duties

Primary Skills


Telecom, Hardware



Must to Have:

  • Good knowledge about the HTTP Protocol
  • Understanding of IT Service Management disciplines in line with IT industry standards and best practices, e.g. ITIL
  • Excellent communication capabilities to provide verbal and written rapid and concise summaries of complex scenarios
  • Excellent English knowledge
  • Documented Team working capabilities
  • Proven network basics knowledge to perform AO troubleshooting
  • Understanding of IT Service Management disciplines in line with IT industry standards and best practices, e.g. ITIL
  • Documented Team working capabilities
  • Proven network basics knowledge to perform AO troubleshooting


  • Professional experience with software installation and operations on Windows Servers
  • Professional Experience in Genesys software
  • Professional experience of operating Java Applications
  • Professional experience on Apache Tomcat
  • Professional experience and practice in at least one scripting language (e.g. Python, Perl, Ruby)
  • Experience with in Software Versioning Systems (e.g. Subversion, Git or CVS)
  • Experience in a co-operation environment with partially outsourced services by a third party managed operations center
  • Professional experience on Application Operational Incident / Problem / Change management responsibility within Telecommunication/Mobile/Internet company  ( 3+Yrs)

Educational Qualifications

Degree in Computer Science, Data / Information Technology, Engineering or similar

 : Vodafone Shared Services India 

Grd to 4th Floor, Cluster D Wing – 3, EON Free Zone, Kharadi
 Pune 411014

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