Gm - Postpaid Billing Application Operations

Job Req ID: 45555- Location: Pune, IN- Function: Other- 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.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL is an equal opportunity employer committed to diversifying its workforce.

**Role**

Lead - Postpaid Billing Application Operations

**Job Level/ Designation
M3/GM

**Function / Department**

IT Application Operations

**Location**

Pune

**Job Purpose**

This role is expected to ensure production readiness & acceptance tests for new production rollouts/deployments and ensure the post production operations support to Pan India circles for both Mobility RETAIL & Mobility Enterprise line of business.

Managing and supporting day to day operation that includes
- Application Maintenance - as per ITIL governance
- Incidents, Requests, Configurations & Change Management
- Capacity, High Availability, performance & Backup Management
- Access, Security & Privacy Controls adherence
- Application KPI & SLA compliance Tracking & Monitoring on availability, performance, productivity, Severity TAT compliance, RCA, RAD reviews, timely CAPA closures etc.
- Application upgrades & Consolidation Support to align to latest technology trends
- Support periodic HA & DR drills to ensure business continuity.
- Support Security & Compliance teams on Privacy, Vulnerability, User Access Management & Process audits.
- Publish periodic MIS & Management reporting
- Review All CRs, Demands being deployed and ensure error-free first-time right deployment.
- Timely renewal of the operations contracts & Certificates to ensure service continuity.
- Periodic review of the operations Processes, troubleshooting guides & introduce automation for error-free delivery & minimum service interruptions.
- Ensure escalation & interfacing with Business Users, Regulatory Users on a periodic engagement.
- Continual Service Improvement-Identification and time-bound implementation of key strategic operation initiatives in his area of operation.
- People management-Ensuring an environment of empowerment, motivation, learning and effective target/goals setting for team members in order to create adequate opportunity of growth and development for team members.

**Key Result Areas/Accountabilities**
- Operation SLA and KPI management and Control to ensure 100% SLA & KPI compliance as per business need and Organizational directives.
- Drive and consistently improve on customer/business satisfaction.
- Ensure that Service Incident S1, S2 are minimized.
- Ensuring S3 tickets, Incidents should remain to an acceptable limit.
- Product configuration to be delivered as per agreed Business TAT
- Proactive identification and rectification of production severities to ensure mínimal or zero business impact
- Reduction in Operation expenses /man-hours saving through aggressive driving of operational excellence initiatives.
- People Development (Trainings, R&R).

**Core Competencies, Knowledge, Experience**
- Telecom domain knowledge with more than 15 years of experience in the relevant field.
- Experienced in IOT, Esim, provisioning, billing systems
- Strong verbal & written communication along with good soft skills, interpersonal skills, networking skills, team building and motivational skills.
- Partner management skill and negotiation skill are must.
- Wide exposure in incident & problem management, analytical ability towards production issues and root cause resolution for smooth Business Delivery.
- Strong verbal and written communication skills along with good sof