Agm - Solution Delivery

1 week ago

Pune, India Vodafone Idea Full time

Job Req ID: 15444- Location: Pune, IN- Function: Technology/ IOT/Cloud- About:
**Role**

**Subject Matter Expert - Siebel CRM**

**Job Level/ Designation
M2 / L7 - Assistant General Manager

**Function / Department**

Solution Delivery - Information Technology

**Location**

Pune IT Hub - HJW

**Job Purpose**
- In capacity of Siebel CRM SME, drive, analyze and review solutions for Change requests via coordination with functional Teams, Demand / Engagement Manager and Partner SPOCs.
- Participation in Solution Walkthroughs, providing technical and functional inputs to VIL Solution team for workable E2E solution.
- Implement and Drive System Improvement Initiatives like System stabilization, Code Optimization, Digitalization and Performance enhancement.
- Review and optimize Efforts submitted by Partner team for all demands and Change Requests.

**Key Result Areas/Accountabilities**
- **CRM SME** - Be a Subject matter Expert for CRM across multiple stacks & be responsible for review of Solution and Design documents prior to delivery to ensure hassle-free and smooth delivery. Conduct Code review with Partner Development teams on regular basis to ensure Quality of Code.. Validate Code/Configuration related defects and establish detailed RCA to ensure issues are not repeated.
- **L3 Incident Analysis **- Be a Single point of Contact for identification, Analysis, Resolution and Review of L3 level Incident fixes.
- **Reviews and Reporting** - Active Participation in Weekly Governance forums for Customer Management Portfolio. Proactive Identification, mitigation and closure of risks and issues related to Solutions, Analyses and L3 Incidents.

**Core Competencies, Knowledge, Experience**
- 8-12 years of experience in Telecom technical and funcitonal analysis role.
- Experience of working in multi-vendor assignments - thus understanding diverse processes and approaches.
- Knowledge of Siebel CRM would be added advantage.
- Strong communications, interpersonal, negotiation skills. Highly competent in Microsoft Project Professional/Excel/PowerPoint/Visio/Word.
- Graduate/Postgraduate in Technical Streams

**Must have technical / professional qualifications**
- Industry Certification
- Knowledge of CRM processes and framework (preferable Siebel)
- Good stakeholder-management skills to interface with business users
- Effective communication and inter-personal skills
- Proactive in approach with positive attitude
- Balanced in handling emergencies
- Management Degree from Premium Institute will be added advantage

**Years of Experience**

8-12 years of experience in Telecom technical and functional analysis role.

**Industries to look from**

Telecom, IT

**Ideal Organizations to look from**

Bharti, JIO, Infosys, Accenture, IBM, TCS, TechM

**Direct reports**

NA

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