Assistant Manager_Amdocs OMS, CRM-L2 Support_Pune

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 7 locations: Albania, Egypt, Hungary, India, Romania, Spain and the UK.
Over 29,000 highly skilled individuals are dedicated to being Vodafone Group's partner of choice for talent, technology, and transformation. We deliver the best services across IT, Business Intelligence Services, Customer Operations, Business Operations, HR, Finance, Supply Chain, HR Operations, and many more.
Established in 2006, VOIS has evolved into a global, multi-functional organization, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.

In 2009, VOIS started operating in India and now has established global delivery centers in Pune, Bangalore and Ahmedabad. With more than 14,500 employees, VOIS India supports global markets and group functions of Vodafone, and delivers best-in-class customer experience through multi-functional services in the areas of Information Technology, Networks, Business Intelligence and Analytics, Digital Business Solutions (Robotics & AI), Commercial Operations (Consumer & Business), Intelligent Operations, Finance Operations, Supply Chain Operations and HR Operations and more.

Core competencies, knowledge and experience:
-Strong Operational, analytical, problem-solving  skills 
-At least 2+ years of hands on Technical Expertise in AMDOCS OMS. 
-Min 2+ years of Strong Telecom Domain Knowledge is must
-Manage People activities and ensure all Operational activities delivered within agreed SLAs. 

Role purpose: 
SME OMS in Telecom Domain Amdocs Enabler.Should have end to end knowledge of Telecom domain and have strong technical expertise in Amdocs Enabler OMS.
Knowledge on CRM, Rating, Billing, etc. BSS applications areas, COTS package Amdocs Enablers, Turbo Charging and OMS, Unix and PL/SQL.
Support changes carried out by interface applications like Mediation, CRM, Provisioning, DWH, etc. Provide support to Customer Operations team -Work around solutions and work with L3 team for permanent fix, ensure timely & accurate bill cycle.
Technical specialist for resolving all complex & critical application issues/ challenges faced by the team. - Accountable for meeting & improving SLA & KPIs for their application suite.
Should have minimum 3 years of technical experience on Amdocs Enabler (CRM), Unix and SQL.
Responsible for driving down the incidents , problem, trouble tickets, service request trends, resource management and stakeholder management.
Should have sound knowledge on ITIL/ITSM processes.

The role is responsible to:

•Analyze day to day data to improve operational KPIs 

•Identify opportunities for Automation

•Deliver significant improvements against the operational KPIs 

•People, Project and Stakeholder management

•Build Amdocs OMS and CRM skill in AO-AMDOCS Pillar.

•Participate in IT transformation project

•Perform day-to-day L2 support activities, incident and service request management, problem analysis and resolution, configuration changes, health check & housekeeping activity, Triage tickets to support team, identify bug fixes enhancements and minor code product issues and escalate to appropriate teams, fault logging tracking and resolution, batch processing, interface management, extend support during release and deployment. 

•Have a good understating of e2e telecom business process especially for BSS/OSS

•Capacity Planning & Hardware Assessment and able to create technical roadmap for the product

•Lead and articulate end-to-end business processes and the key integration/ control points, work cross-functionally across different business processes 

•Drive efficiency through process improvement to continually improve service and reduce costs 

•Actively participate in WAR ROOM investigations

•Participate in Periodic meetings with offshore teams on various aspects like performance, SLA/KPIs, issues/escalations etc.

•Identify and support process and operational enhancements that will further improve the services provided to customer

Key accountabilities and decision ownership 
-Lead domain specific operational efficiencies in driving down the incidents, problem, trouble tickets, service request trends.
-Governance to AO IT Service
-Analyze day to day data to improve operational KPIs 
-Identify opportunities for Automation
-Deliver significant improvements against the operational KPIs 
-People and Project management
-Stakeholder Management
-Build AMDOCS Enabler CRM, OMS Skills

VOIS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees' growth and enables them to create a positive impact on themselves and society. We do not discriminate based on age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.
As a result of living and breathing our commitment, our employees have helped us get certified as a Great Place to Work in India for four years running. We have been also highlighted among the Top 5 Best Workplaces for Diversity, Equity, and Inclusion, Top 10 Best Workplaces for Women, Top 25 Best Workplaces in IT & IT-BPM and 14th Overall Best Workplaces in India by the Great Place to Work Institute in 2023. These achievements position us among a select group of trustworthy and high-performing companies which put their employees at the heart of everything they do.
By joining us, you are part of our commitment. We look forward to welcoming you into our family which represents a variety of cultures, backgrounds, perspectives, and skills

Apply now, and we'll be in touch