Mobility Service Desk Specialist-Assistant Manager-Bangalore

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 a skilled Mobile Device Management (MDM) & Unified Endpoint Management (UEM) Specialist to join our SCB Operations team in Pune. This role provides 1st and 2nd line support within a 24x7 shift environment, supporting Microsoft Intune and Workspace ONE (Omnissa) platforms across Android, macOS, Windows and mobile device ecosystems.

The role focuses on incident management, service request fulfilment, device enrolment, policy compliance monitoring, user support, troubleshooting, and collaboration with resolver groups and vendors to ensure high-quality service delivery aligned to defined SLAs. The successful candidate will bring strong technical expertise, excellent communication skills, and a customer-focused approach to support business-critical mobility services.

What you’ll do

• Provide 1st and 2nd line technical support for Mobile Device Management (MDM) and Unified Endpoint Management (UEM) services.
• Administer and support Microsoft Intune and Workspace ONE (Omnissa) environments.
• Support device enrolment, configuration, policy deployment and compliance management across Android, macOS and Windows platforms.Log, categorise, diagnose and resolve incidents and service requests in line with agreed SLAs.
• Monitor mobile infrastructure and perform regular system health checks.
• Troubleshoot end-user issues related to mobile devices, applications, connectivity and endpoint management services.
• Support Mobile Application Management (MAM) and Mobile Content Management (MCM) activities, including testing, configuration and support.
• Escalate and coordinate complex technical issues with resolver groups, vendors and service partners.
• Maintain and update operational documentation, processes and knowledge repositories.
• Work closely with service managers, account teams, stakeholders and support functions to deliver a high standard of customer service.
• Contribute to service improvements, operational efficiency initiatives and continuous process enhancement.Participate in a 24x7 shift rotation to support global service requirements.

Who you are

• 3 to 5 years of experience in L1 and L2 support environments.
• Strong hands-on experience with Microsoft Intune and Workspace ONE (Omnissa).
• Good understanding of mobile device management, endpoint management and enterprise mobility services.
• Knowledge of Windows desktop and laptop operating systems, along with Windows and non-Windows mobile operating systems.
• Familiarity with VMware platforms and associated administration tools.Experience supporting MAM and MCM solutions.
• Understanding of networking fundamentals and ActiveSync troubleshooting would be advantageous.
• Familiarity with incident and service management tools such as ServiceNow or Remedy.
• Experience using remote administration and troubleshooting tools.Strong problem-solving, analytical and organisational skills.
• Excellent written and verbal communication skills with the ability to engage effectively with users and stakeholders.
• ITIL Foundation knowledge is preferred; certification is advantageous.
• Ability to work effectively under pressure while maintaining service quality.
• Collaborative team player with a commitment to knowledge sharing and continuous improvement.

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's in it for you

• Opportunity to work with leading enterprise mobility and endpoint management technologies.
• Exposure to global Vodafone operations and international stakeholder engagement.
• Experience supporting business-critical services within a large-scale shared services environment.
• Continuous learning opportunities across mobility, endpoint security and service management.
• Collaborative team environment focused on delivering customer-centric solutions.
• Opportunity to contribute to process improvements, innovation and operational excellence initiatives
• .Exposure to 24x7 enterprise support operations and global service delivery models.

What skills you will learn

• Advanced administration of Microsoft Intune and Workspace ONE platforms.
• Mobile Device Management (MDM) and Unified Endpoint Management (UEM) best practices.
• Mobile Application Management (MAM) and Mobile Content Management (MCM) capabilities.
• Enterprise mobility troubleshooting and operational support techniques.
• Incident, problem and service request management aligned to ITIL principles.
• Stakeholder management and cross-functional collaboration within global operations.
• Documentation management, service optimisation and continuous improvement methodologies.
• SLA management and customer service excellence within enterprise support environments.

VOIS Equal Opportunity Employer Commitment

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.

Join Us

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 truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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