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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Role
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Technology Enterprise Circle Head
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Job Level/ Designation
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M3 / General Manager
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Function / Department
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Technology
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Location
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Hyderabad
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Job Purpose
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- Responsible for providing strategic leadership to Enterprise teams delivering Vi services to the customers at Circle and govern the deliverable KPI’s to the Enterprise Business and to the Enterprise customers.
- Provides consultation on solutions to business and technology functions to deliver innovative, first time right products and services to Enterprise Customers.
- To drive and evolve Vodafone Idea’s Enterprise network operationalization of network element growth, encompassing network elements, upcoming transport network elements being planned for expansion,
- Provides leadership to enterprise Customer Life cycle management teams such as feasibility , service delivery and service management of all Enterprise products like NPLC, ILL, MPLS, SIP, PRI, VICPN, Cloud , SD-WAN, MSS, and Wifi.
- Strategic engagement with Enterprise teams at circle – Review incidents, customer complaints and customer feedback along with Account Managing teams to fix SLA breaches, reduce churn and improve on CSAT and NPS.
- Vendor Management – Govern and manage the managed service partners and vendors responsible for providing the services to Enterprise customers.
- Budget planning, revenue management and ensuring cost effective solutions are provided and cost control is in place
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Key Result Areas/Accountabilities
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- Enterprise Services at circle : Governs the delivery KPIs of feasibility, service delivery and service operations against defined benchmark
- Network Strategy - Drive network strategy through Network improvements, Network audits, Customer Feedback. Plan recommendation and implementation governance.
- Performance Management – Governance of Fault trend analysis data & fixing the gaps in the network to achieve the SLA’s agreed with the customers.
- Customer Experience – Engagement with the customer and customer facing teams to achieve agreed targets on NPS and RNPS programs
- Vendor Governance - SLA management, periodic reviews and continual service improvement.
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Core Competencies, Knowledge, Experience
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Core competencies, knowledge and experience [max 5]:
- 15-18 years of Telecom Experience with Minimum 10+ years in Enterprise Service domain with proven experience in Customer experience management, KPIs, Benchmarking and Optimization of Networks, Service Level SLA, analysis, recommendation and implementation of continual service improvement.
- Ability to drive cross-functional teams and vendors for meeting the KPI’s agreed with the customer and the organizational KPI’s.
- Strong verbal and written communication skills.
- Self-motivating and able to work under minimal supervision.
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Must have technical / professional qualifications
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Must have technical / professional qualifications:
- Bachelor/masters in Electronics or Telecommunications/ Computer Science Engineering
- CCNA/CCNP Certifications
- Cloud and SDWAN certifications
- In depth Understanding of Enterprise Products and service offerings
- Knowledge of Fiber Optics, Transmission, Cloud & IP Technologies
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Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership