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Role
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TM - IN & VAS Operations – GUJ Circle
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Job Level/ Designation
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M1 - Manager
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Function / Department
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Technology, IN&VAS
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Location
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Ahmedabad & Gandhinagar (Gujarat)
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Hiring Manager
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TL – IN&VAS
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Job Purpose
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To manage the IN (Data, Voice Charging) & VAS operations, projects rollout, system consolidation at circle level.
This role includes engagement with Product factory, COG, SNOC, Planning, Transport team CXX and various inter-functional circle teams i.e. Marketing, CS, RA & Business, so as to deliver superior quality IN & VAS services at the circle.
Focus on Customer experience, revenue leakage handling, and active engagement in outage and non-outage emergency due to HW failure, configuration issue or SW bug.
Managing on-site activities for IN/VAS servers at mentioned location.
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Key Result Areas/Accountabilities
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- FIELD SUPPORT: Field support for issues resolution related to HW/SW. Support to SNOC during incident resolution, upgrades and planned events at onsite. Report failures and drive to resolution. System monitoring and hygiene management. Service usage tracking, KPI analysis and improvement. Pro-active failure analysis. Offline backup support and movement. MIS & Reporting. Support SNOC integration & Network Consolidation. Process adherence as directed by COG and SNOC. Support for internal & external audit activities. Technical UAT whenever required
- CUSTOMER SUPPORT: Enrich customer IN&VAS services by meticulous Customer complaints analysis and resolution raised by CS/Mkt/Sales team. Revenue share services issues resolution in coordination with marketing, IT, RA and SNOC. Drive to maintain NIL revenue leakages in circle and faster resolution to customer complaints due to system issue or product concern.
- PROJECT SUPPORT: Support new IN&VAS services/Platform rollouts. Supports VAS Infrastructure management and hygiene. Support field trials and POCs.
- DATABASE MANAGEMENT: Spare management & EOS/EOL management. Inventory management and quarterly sign off. VAS services reconciliation with RA & Marketing. Commercial co-ordination and closures at circle level.
- SECURITY MANAGEMENT: Support Nodal teams during TERM cell audits and internal & external SOX Audit management periodically. Regulatory compliance adherence. Ensure MBSS security compliance of IN&VAS nodes.
The Key KPI indicators are as below:-
- Ensuring marketing products delivery FTR > 99.90%
- Service uptime from filed perspective >=99.5%
- Service usage below threshold <70% (Capacity, Link utilizations)
- Success rate in VAS platforms (platform specific)
- Backup / DR availability >99.7% , Redundancy loss incidences <=1
- 100% adherence to all operational processes
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Core Competencies, Knowledge, Experience
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- Must have at least 4 - 7 years of experience in telecom domain with Charging domains hands on experience (preferably on Ericsson IN - SDP, AIR, CCN, OCC, etc.. ), added advantage if experience on Amdocs IN & ETopUp (Recharge System).
- Should have at least basic knowledge on VAS products and call flows.
- Knowledge of TCP/IP, Diameter, CAMEL, MAP SS7, SCTP, M3UA, SIP, MAP, CIMD, SMPP protocols and basic signalling VAS service flows. Knowledge in Linux, Scripting, SQL database.
- Experience in IN Hardware management and IP Networking.
- Excellent communication, Inter-personal skills, strong customer focus & seamless approach.
- Supportive in team, working as active team member.
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Must have technical / professional qualifications
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- BE (E&C, Computers) or MCA.
- Must have Hands on experience on Ericsson IN and HP Hardware.
- Additional Advantage to have Amdocs IN, Comviva ETOPUP systems, VAS products.
- Additional advantage to have Certifications on IP Switching (CCNA)
- Should have knowledge of ITSM Processes and Project Management process.
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