Assistant Manager_Application Support_L1_Pune

Who we are 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 About this Role We are seeking an experienced Application Support Engineer to join our Technology team in Pune. This role focuses on supporting telecom applications, particularly Amdocs CRM and OMS, ensuring seamless operations and service continuity. The individual will manage incident tickets, troubleshoot system issues, handle order fallouts, and contribute to automation and documentation efforts. Proficiency in Unix, SQL, and scripting is essential, along with a collaborative approach to working with cross-functional teams. What you will do Provide end-to-end support for telecom applications, with a focus on Amdocs CRM, OMS, SOM, and AUA. Manage and resolve P1-P4 incidents, including order fallout handling and root cause analysis. Participate in daily checkpoint calls, share updates, and perform impact assessments. Create and maintain SOPs for incident resolution and BAU activities. Raise and manage Master Incidents and PBIs for recurring issues, driving them to resolution. Collaborate with internal and external stakeholders to ensure timely issue resolution. Support automation initiatives using shell scripting or Python. Utilise monitoring tools such as AppDynamics, Grafana, Splunk, or Dynatrace. Be available for weekend or holiday support as required. Who you are Proven experience in application or production support, preferably in the telecom domain. Strong technical skills in Unix and SQL; scripting knowledge (Shell/Python) is advantageous. Familiarity with ITIL processes including Incident, Problem, and Change Management. Exposure to Amdocs products (CRM, OMS, SOM, AUA) is desirable. Understanding of fixed and mobile provisioning systems. Experience with cloud technologies such as AWS is a plus. Strong analytical, communication, and problem-solving skills. Ability to work collaboratively and manage multiple stakeholders. Not a Perfect Fit? 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. What skills you will learn Advanced troubleshooting and incident management in telecom systems. Hands-on experience with Amdocs CRM/OMS/SOM platforms. Automation using scripting languages and monitoring tools. Application of ITIL best practices in real-time scenarios. Cross-functional collaboration and stakeholder engagement.