About VOIS

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.

About VOIS India

In 2009, VOIS started operating in India and now has established global delivery centres 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.

Job Description

10+years of Amdocs Ensemble Billing L2.5/L3, Amdocs ADCC experience , someone who has also understanding of Amdocs Ensemble AR, Enabler Usage Processing

Essential:

Expert in SDLC and ITIL process
Strong Operational, analytical, problem-solving skills
At least 12+ years of hands on Technical Expertise in AMDOCS Billing or Enabler Usage Processing
Min 10+ years of Strong Telecom Domain Knowledge is must
Manage People activities and ensure all Operational activities delivered within agreed SLAs
Expert in resolving interface issues
Experience of leading offshore delivery team of 1012 people

Desired :

Ideally deals with Billing and Enabler Usage processing
Have Development experience

Role purpose:

Governance to Operations IT Service
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 Billing, AR and ADCC skills in operations 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 customers

Key Accountabilities :

Planning and Execution of transition as per the defined quality and timeline.

Understand e2e applications, recruit, and on board the highly competent pool of SMEs.

Ensure 100% documentation as per quality team guidelines.

100% adherence to defined SLAs and KPIs

Lead domain specific operational efficiencies in driving down the incidents, problem, trouble tickets, service request trends

Governance to Operations 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

VOIS Equal Opportunity Employer Commitment India

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!

Senior Manager_Amdocs Ensemble,Billing L2.5/L3 Support, Amdocs ADCC_Pune