AGM - Fulfilment & IOT Service

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

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VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

VIL is an equal opportunity employer committed to diversifying its workforce.

Job Purpose

The Cluster IoT Service Fulfillment Lead is a specialized role responsible for driving seamless service delivery, onboarding, and issue resolution for IoT customers across SME, Government, and Strategic Account segments within the cluster. The role ensures end-to-end ownership of IoT service fulfillment and supports proof-of-concept execution, regulatory compliance, and technical validation.

This position acts as the regional champion for IoT service quality—collaborating with central teams and customer-facing units to deliver reliable, innovative, and compliant IoT solutions.

Key Result Areas/Accountabilities

1. IoT Service Fulfillment & Onboarding:

• Coordinate with internal central provisioning, product, and sales teams to ensure timely onboarding.
• Support deployment of Proof of Concept (POC) solutions for enterprise clients when required.

2. IoT Plan & Use Case Testing:

• Conduct functional testing of IoT plans and use cases before rollout.
• Validate SIM behavior, connectivity scenarios (2G/4G/5G/NB-IoT), data flows, and platform integrations.
• Partner with product and network teams to troubleshoot complex service behavior.

3. Complaint Management & Escalation Handling:

• Lead resolution of IoT customer complaints and service tickets.
• Act as the SPOC for IoT escalations in the cluster, working closely with Central Incident Management and Network teams.
• Monitor and reduce repeat complaints through RCA and service design improvements.

4. Inventory & Digital Troubleshooting:

• Maintain IoT number inventory for the cluster—track allocations, usage, and availability.
• Troubleshoot and resolve issues related to Digital Self-Care Platforms, APIs, and customer dashboards.

5. Regulatory Compliance:

• Ensure adherence to IoT/M2M regulatory norms (e.g., DKYC, physical custodian compliance).
• Coordinate with legal, compliance, and onboarding teams to maintain full audit readiness.
• Support customer documentation, verification, and process alignment per TRAI/DoT guidelines.

6. Collaboration & Governance:

• Work closely with central IoT teams, product managers, and service heads to align on rollout and quality goals.
• Provide inputs to national teams on cluster-specific trends, service gaps, and improvement areas.
• Participate in governance reviews, POC validation, and platform testing sessions.

Core Competencies, Knowledge, Experience

• IoT Technical Expertise & Service Testing
• Complaint Resolution & Root Cause Analysis
• Regulatory & Compliance Awareness (IoT/M2M)
• Process Management & Inventory Control
• Digital Tools & Platform Troubleshooting
• Stakeholder Communication & Team Collaboration

Must have technical / professional qualifications

• 7+ years of experience in IoT service delivery, enterprise support, or telecom provisioning roles
• Hands-on experience in IoT SIM lifecycle management, network troubleshooting, and device/platform integrations
• Strong understanding of IoT protocols, APNs, API behavior, and telecom compliance norms
• Bachelor’s degree in Engineering/IT/Telecom preferred; certifications in IoT/Networking are a plus

Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership