Agm - Customer Experience

4 weeks ago

Mumbai Maharashtra, India Vodafone Idea Full time

Job Req ID: 43827- Location: Mumbai, IN- Function: Technology/ IOT/Cloud- 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.

**Role**

**Lead - Offnet Circuit Management**

**Job Level/ Designation
**M2 - Assistant General Manager
**Function / Department**

**Transport - Enterprise & CLS Operations**

**Location**

**Mumbai**

**Job Purpose**
- Responsible to deliver Vi services and customer experience through third party service partners for products like NPLC, MPLS, ILL, SIP, PRI, SDWAN,MSS and WiFi.
- Closely work with business and technology functions to deliver first time right services to Enterprise Customers.
- Responsible for vendor, cross functional and multi team coordination for delivering the agreed services as per customer expectations
- Work with the circle specific vendors and create a governance platform
- Effective escalation management and troubleshooting through Vendor, NOC and customer coordination
- Inventory Management, on time Business case, PR, PO and GRN approvals.
- Budget planning, revenue management and ensuring cost effective solutions are provided and cost control is in place.

**Key Result Areas/Accountabilities**
- Delivery of Enterprise Customer service SLA KPI.
- Dash boarding and Reporting of performance of both central and circle third party vendors performance.
- Deliver on OPEX target and cost savings.
- Periodic reviews, Service Improvement Plan and Implementation
- Vendor Governance and Escalation Management
- Compliance -100% compliance to Vi Process, regulatory and customer specific SLA’s.

**Core Competencies, Knowledge, Experience**
- 10-15 years of IT / Tech. role with Minimum 8+ years in Telecom domain with proven experience in Vendor management
- Awareness of business standard practices
- Excellent verbal & written communication & Presentation skills

**Must have technical / professional qualifications**
- Bachelor/masters in Electronics or Telecommunications/ Computer Science Engineering
- In depth Understanding of Enterprise Products and service offerings
- Understanding of Fiber Optics, Transmission, Cloud & IP Technologies
- Prior proven experience in Third Party and vendor coordination and SLA management

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

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