AGM - Technical Service

Job Req ID: 46637

Location:
Mumbai, IN

Function: VIBS

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 ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

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

(1) Job Purpose

Responsible to provide Technical Support for the Enterprise - Nation Strategic Customers using FLDS (Voice & Data) services.

(2) Key Accountabilities

Technical knowledge on Data & Voice Network

• Should be able to understand the architecture of the services being offered under Wire line business
• Network audit for data links for any single point of failure and plan for additional resiliency

Customer Focus

• Handling customer faults and ensuring periodic communication to customer during any outages
• To ensure services offered to customer meet the agreed SLA with minimum MTTR
• Customer Performance review with Service health check parameters and ensure closure of any repetitive nature of issue
• Should be able to drive technical service improvement plan for services where SLA is not meeting
• Keeping track of customer service details and suggest for bandwidth Upgradation for over utilized links; contract renewal reminders to customer and account management team in advance

Co-ordination / Communication skills

• Co-ordination with various NOC teams and Vendors and to ensure minimum service downtime during outages.
• Advance communication to Customer for any Scheduled outages and ensures proper co-ordination for timely execution
• Coordination with the Account Management Team to plan for prioritization of visits/reviews
• Co-ordination with account/ billing team for revenue collection for commissioned services
• Co-ordination with Service delivery team for providing project updates for ongoing deliveries to customer

Analytical and logical approach

• Ensure proper analyses and action for any repeat nature of faults within the network. RFO to customer within 48 hr.
• Service SLA's and performance against these parameters KPI
• Ensure Service uptime to the customers as per agreed SLA
• Ensure minimum escalation to higher management
• Effective communication to internal customer as well as workgroup to ensure better customer experience
• Highlighting recurring performance issue within network to concern workgroup and drive till closure
• Analysis and MIS to the Management
• Service Performance reviews with customer

(3)Core Competencies, Knowledge, Experience, Technical / Professional Qualifications

Desired Competencies/ Skills

• Relevant experience handling Carrier Customers
• Good stakeholder-management skills
• Balanced in handling emergencies
• Good knowledge on IP & Fiber Optics & Voice

Educational Qualifications

• CCNA/CCNP preferred, ITIL will be added advantage
• Engineering Graduate

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership