Manager - TM - Service Operations
Hyderabad, IN
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.
We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.
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.
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Role |
TM – Service Operations |
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Job Level/ Designation |
M1 |
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Function / Department |
Technology
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Location |
Hyderabad |
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Job Purpose |
Circle TES Service operation is responsible for Customer Life cycle management. This role will be accountable for enterprise customer service operation along with agreed KPI – MTTR (240Min.), Fault rate (<=10 %) & Circuit uptime (99.5%) along with life cycle management. Schedule regular review meetings with MS partner, 3rd party vendor, NOC & Business team for service improvement plan & ensure customer deliverables as per agreement. Key Result Areas/Accountabilities · Accountable for end to end Enterprise customer experience management at circle. · Acts as a SPOC to manage escalation for all Service Operations and maintain committed SLA’s of uptime for enterprise customers. · Lead a team that delivers and maintains fixed line services as per committed TAT and SLA’s for Enterprise customers. · Undertaking service improvement plans to .provide customer circuit uptime improvement in a timely manner · Governance of MS partner & Off-net service providers · Engagement with cross functional team as well as NOC team · Maintenance, Tracking and release of AMC POs for 3rd party and circle vendors · Different type of network consolidation project execution as per given timeline · HSW & PTW compliance Core Competencies, Knowledge, Experience · Different type of UBR product knowledge & hands on experience · ECI & Huawei NMS knowledge is must · Different type of IP device hands on experience like – CISCO, Nokia & Huawei (CCNA/CCNP) |
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Core Competencies, Knowledge, Experience |
B.Tech in ECE/EEE
2 - 5 years of Telecom domain experience in field projects & operations.
Experience of working in a Telecom service delivery / Operations function · Experience with Data Networking platforms and Enterprise products & services. |
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership