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AGM - Application Operations

Job Req ID:  20316

Pune, IN

Function:  Technology/ IOT/Cloud


AGM Lead Enterprise Application Operations

Job Level/ Designation


Function / Department




Job Purpose

To lead E2E operations of multiple enterprise applications eg cloud telephony service Consumer IoT, call recording solutions, Location based service, Hobs, Cloudstore 2.0, etc

Key Result Areas/Accountabilities

  1. Ensuring E2E Monitoring & high availability of critical business services and applications across multiple IT partners managing complexities within them
  2. Ensure timely resolution of issues within the specified TATs as per the severity definitions agreed with IT   partners.
  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. Create a business partnership and ensure close cooperation between the respective business area
  5. Periodic review of the operations Processes, Troubleshooting guides & introduce automation for error-free delivery & minimum service interruptions
  6. Take operational ownership of new enterprise applications from business on need basis

Core Competencies, Knowledge, Experience

  1. Strong understanding of Telecom Networks & 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
  6. Ability to govern cross functional teams (both within Vi and partners)

Must have technical / professional qualifications

  1. Establish strong and fail-proof production management processes, standards, quality benchmarks and acceptance criteria with key IT vendors like IBM, TCS, HP and others
  2. Ensuring minimal unplanned downtime of applications in production environment, meet contracted SLA standards
  3. SLA monitoring and enforcement
  4. CSAT Score- Drive Customer First Agenda (Internal customer satisfaction).
  5. Statutory compliances ensuring no non-conformance


Years of Experience

7-15  Yrs

Industries to look from

IT & Telecom

Ideal Organizations to look from

Airtel/JIO & IT organizations

Direct reports