AGM - Technical Service Manager

Job Req ID:  39998

New Delhi, IN

Function:  VIBS

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.


Technical Service Manager

Job Level/ Designation


Function / Department

Customer Service / Enterprise



Job Purpose

The role is a key position to provide In-Life technical management and operation support to large & strategic customers across multiple regions and verticals. To be accountable for support of contracted IoT Services & Solutions delivered from the IoT portfolio.

Key Result Areas/Accountabilities

  • Technical point of contact for identified customers & Build relationships with key account stake holders
  • Work closely in implementing M2M solutions within an ecosystem of device vendors, platform partners, application & system integrators, service delivery, business and service operations.
  • To co-ordinate with customers during in-life contract for analytics, complex issues & resolution trackers.
  • Review solutions as per customer requirement & Participate in troubleshooting during testing phase
  • Update customers on performance reports on daily, weekly & monthly basis
  • Competition In-sighting & Retention – Analytics & Churn reduction initiatives
  • Define framework & Guidelines to improve current processes and increase awareness

Core Competencies, Knowledge, Experience

  • Strong experience in Auto-motive industry domain
  • Knowledge of GSM, GPRS, EDGE, HSPA, LTE, 3GPP standards and mobile network components (GGSN, SGSN, MSC, HLR/CSDB, DNS, RADIUS, Diameter, SMSC) -their function and integration points
  • Excellent ability to manage customer relationships, their expectations (and define acceptance criteria) & to understand requirements of business / customer to ensure they are translated into technical delivery
  • Experience in KPI Reporting
  • Excellent communication skills including verbal, presentation, email and social interaction.
  • Innovative thinking and ability to consistently anticipate customer expectations in high pressured situations
  • Customer relationship management skills with ability to interact comfortably at C- level.
  • Awareness of industry leading IoT platforms like PTC ThingWorx, AWS IoT, Microsoft Azure, GE Predix, or IBM Watson and industry trends
  • 5+ years’ experience with Large Scale Deployment of Industrial IOT or Embedded solutions

Must have technical / professional qualifications

  • IOT end to end architecture (Sensors, Controllers, Actuators, Gateways, network/connectivity, communication protocols, web services)
  • Automotive Experience is preferable
  • Mobility network issues debugging and providing root cause analysis for every issue
  • Able to read, interpret and analyse network/device/ server level logs (Wireshark/network analysis tools/Packet analysis tools)
  • Good Mobility and Devices (modem/embedded chipsets) HW and SW level knowledge (programming/testing/debugging)
  • 2G/3G/4G network technology network stack & Network server’s knowledge (eNode, SGSN, GGSN, HLR)
  • Device side Modem chipset based OPEN AT framework, Android Framework, AT commands programming understanding and debugging knowledge.
  • Embedded Devices, Real time OS(RTOS), Programming knowledge is preferable
  • Automotive vehicle network, CAN protocol knowledge is preferable
  • Network, Transport, Application security knowledge
  • Circuit switch & packet switch n/w understanding
  • Public, Private Cloud architecture, infrastructure, packet core skillset is preferable

Educational Qualifications

  • University degree / MBA along with technical qualifications or equivalent qualification
  • Track record of global service delivery/management for global/international enterprise accounts
  • ITIL Certification on Foundation, Service Operations


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