AGM - Technical Service
Mumbai, 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 title: Technical Service Manager |
Function: Enterprise |
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Band: M2 |
Department: CS |
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Reports to: Sandeep Singh |
Location: Mumbai |
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Role purpose: Responsible to providing Technical Support to the Customers in terms of SMSC (The short message service center ( Messaging A2P) services & CTS(Cloud Telephony Systems and IP and Transmission experience will be advantage. 1 Technical knowledge on SMSC , CTS VAS especially SMPP protocol. Should be able to understand the architecture of the services being offered SMSC business • Network audit for data links for any single point of failure and plan for additional resiliency. 2 Customer Focus: - Handling customer faults and ensuring periodic communication to customer during any outages To ensure services offered to customer meet the agreed SLA with minimum MTTR • Customer Performance review with Service health check parameters and ensure closure of any repetitive nature of issue. • Should be able to drive technical service improvement plan for services where SLA is not meeting. • Keeping track of customer service details and suggest for bandwidth Upgradation for over utilized links; contract renewal reminders to customer and account management team in advance. • |
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Key accountabilities and decision ownership [max 5]: 1 Technical knowledge on A2P (SMSC) services with with End-to End SMS flow. 2 Customer Focus: - Handling customer faults and ensuring periodic communication to customer during any outages To ensure services offered to customer meet the agreed SLA with minimum MTTR • Customer Performance review with Service health check parameters and ensure closure of any repetitive nature of issue. • Should be able to drive technical service improvement plan for services where SLA is not meeting. • Keeping track of customer service details and suggest for bandwidth Upgradation for over utilized links; contract renewal reminders to customer and account management team in advance. • Be part of MSA /SLA discussion with customer and signup process. 3 Co-ordination / Communication skills: - Co-ordination with various NOC teams and Vendors and to ensure minimum service downtime during outages. • Advance communication to Customer for any Scheduled outages and ensure proper co-ordination for timely execution • Coordination with the Account Management Team to plan for prioritization of visits/reviews • Co-ordination with account/ billing team for revenue collection for commissioned services. • Co-ordination with Service delivery team for providing project updates for ongoing deliveries to customer. 4 Analytical and logical approach: -
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Core competencies, knowledge and experience [max 5]: Relevant experience handling SMSC Customers especially A2P & VAS & and also CTS Good stakeholder-management skills •
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Must have technical / professional qualifications:
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Budget owned: |
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Key performance indicators [max 3]:
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Direct reports: 0 |
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Dotted reports:
0 |
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Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership