AGM - Application Operations

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.

Role
AGM (Billing)

Job Level/ Designation
M2 (Assistant General Manager)

Function / Department
IT DevOps – Information Technology (Billing )

Location
Pune – IT HUB – HJW (Hinjewadi)

Job Purpose

• Subject Matter Expert for the responsible applications & Domain – Billing (EPC, Rating and Billing)
• Development: Oversee the development, maintenance and delivery of Change Requests (CRs) and projects impacting applications/modules. Ensure the effective delivery of business and IT capabilities within the Billing portfolio.
• Quality Assurance: Ensure zero-defect delivery and bridge gaps between stakeholders. Be accountable for project closure within stipulated time frames.
• Project Execution: Manage projects using SDLC methodologies such as One Box / Agile / Waterfall / Kanban / Scrum / Lean.
• Possess strong knowledge of DevOps, release automation tools, code review and processes.
• L3 Support : Support the resolution of Level 3 (L3) production issues to maintain stable and streamlined operations.
• Ensure smooth 24x7 operations of Billing Applications critical to business continuity including incident, change and problem management.
• Drive end-to-end service delivery, system availability, and performance KPIs for assigned core application.
• Coordination and Collaboration : Collaborate with cross functional teams, multiple partners and vendors to develop integrated project plans for demand delivery, timely resolution of application issues and upgrades. Drive partners to meet agreed milestones, scope, and quality standards.
• Define and implement standard operating procedures (SOPs), Automation & Enhancement strategies and proactive monitoring to improvise operational efficiency.
• Support strategic IT initiatives by aligning application performance with evolving business requirements and digital transformation goals.

• Managing and Supporting day to day operation as per ITIL governance norms that includes:

• Incidents, Requests, Configurations & Change Management

• Capacity, High Availability, performance & Backup Management
• Access, Security & Privacy Controls adherence

Key Result Areas/Accountabilities

• Technical Liaison: Act as a Technical PM to liaise between internal stakeholders and technical teams/partners for requirements elicitation, feasibility analysis, proof of concept (POC), end-to-end (E2E) solution design and low-level design reviews to deliver CRs/projects for Billing Portfolio applications.
• Solution Review : Participate in the review of solution, product backlog and LLDs to agree on the best solution based on system capabilities, cost, technical/business roadmap and industry best practices.
• Demand Delivery : Manage and deliver small to medium projects using Waterfall / Agile methodologies. Keep all the stakeholders (IT/Partners/Business) aligned on the business objective / need and ensure delivery within agreed timelines.
• Effort Review and Estimation : Validate and review delivery efforts, project plans, and development approaches. Validate RTVMs, approve development, build, testing approaches, coordinate for system integration testing (SIT) and UAT execution, releases and post production sanity. Ensure projects meet agreed milestones.
• Adherence to Service management processes namely Incident, Problem, Change & Release.
• L2/L3 Support : Analyze, review, and track L2/L3 incident fixes to ensure resolution within agreed Service Level Agreements (SLAs).
• Monitoring all service level operational KPIs – Daily Business trend, Technical success & Failure trend, Handling RCA (Root Cause Analysis)
• Responsible for stable operations by ensuring system uptime and availability – Pro-active alarm enhancement & develop new & structure alarms to prevent application downtime
• Publishing timely and accurate functional KPIs to Business and IT stakeholders.
• Active engagement in reduction of MTTR of incidents and resolutions with partner teams
• Ensuring Service Guarantee adherence for critical Business services.

Core Competencies, Knowledge, Experience

• Experience : 6-10 years in IT delivery for Telecom Billing applications with a minimum of 5+ years in SI and development projects.
• Domain Knowledge : Strong understanding of the Telecom domain and hands-on exposure on COTS products for CRM, Billing, MW and POS systems, along with understanding of associated business processes and IT mapping across BSS.
• Technical Skills : Proficient in the technologies that are currently prevalent in the Billing DevOps and Application domain.
• Project Experience : Experience in leading at least one platform upgrade or transformation project is preferred
• AIOps Platforms: Exposure on AIOps platforms/tools such as Dynatrace, Splunk, Kibana, datadog, Prometheus etc.
• DevOps and CI/CD/CT : Knowledge of DevOps processes and tools, including GitHub, Jenkins, Docker, Kubernetes, Ansible etc.
• Test Automation : Familiarity with test automation tools and experience driving automation initiatives using JMeter, Selenium (Java), Python Robot Framework etc.
• Cloud Migration : Experience with cloud migration projects on AWS / Azure / GCP is advantageous.
• Stakeholder Management : Experience working with multiple vendors and stakeholders, with an understanding of diverse processes and approaches.
• Operations management: Well versed with ITIL processes and operational concepts like "Show must not stop" and "5 whys" etc. Needs to be adept in Release management.
• Pro-activeness: Should be able to envisage and drive to closure of improvement items and enforce effective change control

Must Have Technical / Professional Qualifications

• BE / B-tech / MCA degree or Management degree in IT/Systems
• Sound knowledge of Agile/DevOps frameworks/methodology and Tools
• Sound Knowledge of SDLC (Software Development Lifecycle)
• Industry certification like ITIL, PRINCE2, CSM, PMP
• Technical degree from Premium institute will be an added advantage
• Strong communication, interpersonal and negotiation skills. Competent in Microsoft Project, Excel, PowerPoint, Visio, and Word.

Vodafone Idea Limited
(formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership