Manager - Application Operation

5-7 years
12 days ago 1 Applied
Job Description

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.

Applications under Role : PrepaidCRM & Surround Applications

  • Daily Tracking & Monitoring ofCritical/Key IT SLA's &Business KPI's for Applications and Services Managed.
  • Ensuring minimum 99.5% Availability of applications & services managed thru partners.
  • Engagement with IT, Network & Business partners to manage uptime and performance of Critical business services assigned to this role
  • Engagement with BusinessFunctions and IT Sub-functions including IT Infra, Development, Demand team, Business stake holders, Network, Security, Compliance team, Circle Teams on regular basis to ensure Services Uptime and Performance
  • Handling first level of escalations from business and counterparts and providing solution.
  • Periodic review with business & Partner teams
  • Ensuring RCA submission from partner for any SEV1, SEV2 & Problem ticket within agreed timelines.
  • Publish periodic MIS & Management reporting
  • Tracking the repetitive S3 issues, Problem tickets & Drive Permanent resolution.
  • Monitoring Remedy S3/S4/WO timely resolution trend within SLA.
  • Ensuring Security, Privacy & Regulatory Compliance.
  • Handling first level of escalations from business and counterparts and providing solution.
  • Ensuring CRM reports are getting delivered to business and downstream system on time.
  • Maintenance - as per ITIL governance structure.
  • Ensure timely support for multiple Audits and compliance.
  • Participation in Solution walkthrough by providing necessary inputs and review of functionality, SIT/UAT/Security Signoff and other necessary signoffs for new CRs, Demands before production deployment.
  • Support for Application Consolidation or data migration.
  • Support all projects imparting the application with partner team alignment & Tracking.
  • System Alerts Setup and monitoring.
  • Owning Service spanning across multiple applications required to run Inbound Call Centers Operations smoothly
  • Actively participate in Implementing & monitoring service governance across partners for smooth operation
  • Identify and onboarding new services to bring an increase customer satisfaction and experience.
  • Define and Monitor KPIs for service performance across multiple applications
  • Role is expected to evaluate automations based on scripts, robotic process automation tools and AI tools.
  • Service KPI & SLA compliance Tracking & Monitoring on availability, performance, productivity, Severity TAT compliance and capacity
  • Responsible for Pan India IT operations for applications and services managed

Vodafone Idea Limited(formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership




Vi or Vodafone Idea Limited is an Indian telecom operator with its headquarters based in Mumbai and Gandhinagar. It is a pan-India integrated GSM operator offering 2G, 3G, 4G, 4G+, VoLTE, and VoWiFi service