AGM - Technical Service

Job Req ID: 44705

Location:

Mumbai, IN

Function: VIBS

About:

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.

Role	M2 Customer Service
Job Level/ Designation	Technical Service Manager
Function / Department	Enterprise
Location	Mumbai
Job Purpose	To manage Fixed line base and revenue Churn target for the list of allocated accounts To support on Global contracts and Bids and align Service organization with Global customer requirements Managing customer service experience throughout customer lifecycle resulting in superior NPS scores. “Service experience” to be a key differential factor in the current market scenario, To drive Customer SAT as per defined goals of the organization. To liaise with Global service managers for extending and seeking support for their set of accounts. Ability to drive global discussion and service reviews with customers. Internal stake holder’s management for better collaboration and winning in market place. Generating up-sale and cross sales leads with Enterprise customers.
Key Result Areas/Accountabilities	Key accountabilities and decision ownership: To manage FL Sub and Revenue Churn, RAG target for the list of allocated accounts To support on Global contracts and Bids and align Service organization with Global customer requirements To drive NPS and Customer SAT as per defined goals of the organization. To liaise with Global service managers for extending and seeking support for their set of accounts. Ability to drive global discussions and service reviews with customers Manage Service Management portfolio: Proactively Monitor Link Utilization, Flap and Jitters Upsell Additional Bandwidth on utilized links Realize and Create new opportunities of Revenue from Competition Liaise with NOC and Backend support for issue resolution Troubleshoot capability at CPE and Router level. Global Liaising for offshore link support. Service Reviews with GAMs globally for accounts handled Ensure we meet all SLA parameters committed to Customer Revenue Management: Controlling Churn & enhance revenue through upsell and upgrade opportunities. Drive digital journey and increase adoptability to improve experience and avoid cost.
Core Competencies, Knowledge, Experience	8+ years of experience in handling Fixed Line - Enterprise Customer for B2B segment. Experience in national accounts enterprise service management & C Level interaction Experience in complex Design and Solution change management and operating in a matrix, fast moving and technical environment. Team player, strong influence and relationship management skills, customer centric. Strong communication and conflict management skills Ability to multitask
Must have technical / professional qualifications	Desired Competencies/ Skills Good knowledge of Fixed line and other communication technologies, technical sales background preferable Powerful influencing/ negotiation skills, effective relationship management skills and ability to function within a matrix organization Experience in handling Global customer escalation in a B2B environment and understanding on behavior of Customer for various geography. Strong communication skill and ability to manage “C” level engagement. Educational Qualifications Bachelor in Engineering Degree, CCNA ITIL Certification on Foundation, Service Operations and CSI

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