AGM - Application Operations

Role Title

Interconnect Billing Operation

Position No

L6

Function

Technology

Sub Function/ Vertical/ Department

Information Technology/ Application Operation

Band

M2

Reports to Role (Position No)

L5

Location

Pune

Date of last update/approval

30-03-2021

1. Organisation Structure

Add/removes roles as required to capture the Organisation structure accurately

2. Job Purpose (In one or two sentences)

To manage E2E operations of Interconnect Billing & E-Invoicing and E-I services ensuring high availability and business continuity.

3. Key Accountabilities / Key Result Areas (Max 5)

1. Application owner will have to manage Interconnect whole sale billing application & deliveries, escalation & SPOC for any IT related issue and also responsible for providing the periodic updates to VIL Sr Management team & Business, will also coordinate with RA team and Inter-route (international g/w pop team) on any Interconnect related issues. He will be accountable for meeting all TAT/SLA’s of Interconnect wholesale billing operational deliveries to VIL business team thru outsource partner team & financial reporting, timely posting in SAP. The role requires one to have domain expertise on wholesale interconnect carrier billing. It also requires excellent multi-tasking, organizational, interpersonal and leadership skills, as well as a thorough knowledge of the telecom industry. The role involves taking end to end accountability and ownership of all the 3 LOB (line of business) i.e. SMS, NLD & ILD bill cycle delivery and supporting the entire operator lifecycle from its on-boarding, profiling through out-sourcing partner.  This role has to ensure timely resolution of issues within the specified TATs as per the severity definitions agreed with IT   partners.
2. This role needs to manage E-Invoicing for Mobility & Interconnect billing areas which is a critical service and needs continuous monitoring in collaboration with multiple partners. This role needs to support and ensure timely delivery of Mobility & Interconnect bills with IRN and manage post bill cycle execution processes to update downstream applications and various business stakeholders within defined TAT. Measurement and periodically publishing Dashboard related to IRN success/rejection. Conduct weekly Governance calls with all relevant business stakeholders. Manage and support the queries and concerns raised by business team for all E-Invoicing related issues. Drive operation initiative for continuous improvement on reducing IRN rejects
3. Application Maintenance – as per ITIL governance  
   1. Incidents, Requests, Configurations & Change Management
   2. Capacity, High Availability, performance & Backup Management
   3. Access, Security & Privacy Controls adherence
   4. Periodic application & support infra upgrades to latest versions
4. Application KPI & SLA compliance Tracking & Monitoring on availability, performance, productivity, Severity TAT compliance, RCA, RAD reviews, timely CAPA closures etc.
5. Liaise with customer groups and other IT functions to optimize user support. Ensure close collaboration with appropriate system owners and key stakeholders in business.

4. Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)

1. Strong understanding of Telecom & IT services.
2. Strong E2E Operations Skills
3. Strong analytical skills & Interpersonal skills
4. Strong verbal and written communication skills
5. Ability to present ideas & performance in a business-friendly and user-friendly language

5. Key Performance Indicators (Max 5)

1. Manage IT partners, vendors to ensure they deliver within agreed SLAs and KPIs and also implement proactive improvements as required, ensure quality deliverables.
2. Ensuring minimal unplanned downtime of applications in production environment
3. SLA monitoring and enforcement.
4. Process automation & improvements for cost optimization.
5. Statutory compliances ensuring no non conformance

6.    Annual Budget Owned / Key Quantitative Parameters like Workforce managed etc.

1. Team of 20 +IT  Partner SMEs across partners.

7.   Risks, Challenges, Job Context (Short Description)

1. E2E service management though Cross functional teams coordination, support and aligning multi-vendor partners to ensure service uptime.
2. Business stakeholder expectation management.
3. Managing  multi IT service partners Mind-set & capability to resolve all  business issues within timelines
4. Highly dynamic business and technology environment

1. Job purpose of Direct Reports & Dotted Reports

Direct Report / Dotted Report Position

Job Purpose

20+ (Dotted Report)

IT partners ensuring service availability

   Job Holder

  Reports To Manager

Name

Ankita Misra

Partha Pratim Chakraborty

Signature

Date