Manager - Team Member IN and VAS

Job Req ID

50947

Location

Mumbai, Maharashtra, IN

Function

Technology/ IOT/Cloud

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.

Role

Team Member – IN/VAS

Job Level/ Designation

M1/Manager/Sr. Manager – Circle IN/VAS Operations

Function / Department

Central Operations Group / Active Operations / Charging & VAS Operations

Location

Circle

Job Purpose

Circle Operations Team Member will be responsible field Operations of Charging and VAS Applications, Network and Infrastructure including Cloud. This includes smooth operations of the Platforms and support to central operations and business delivery.

Role will be responsible for delivering high performing work through rapid response and on-site support. Also support to Drive Continuous Improvement, Operational Process optimization with digital mindset.

This role requires a hands-on approach to maintain and improve VAS & Charging Platforms performance, on-site / field support to Cloud and Digital transformation projects, Expansion and Software upgrades. Support to Drive Operational enhancement Programs.

This role is Responsible to comply the OPEX guidance for Charging and VAS platforms. Accountable for supporting to statutory audit compliance, operational security points and Revenue exposure due to system issues.

Applications: Intelligent Network (IN), Digital Recharge System, Recharge System (Etopup, Bulk Messaging, SMSC, Device Management System, iEOCN, USSD Gateway, UCC/DND, Toll Free Service and other VAS Services

Elements

Routers, Switches, Load balancers, Servers, Storages from different make and model

Platforms

Kubernetes Cloud (Open Shift), Linux, ORACLE, VMware etc

Database

Oracle, TimesTen, MySQL etc

Install Base

Inventory of ~2000 Devices, ~350Mn Subscribers,

Key Result Areas/Accountabilities

Service Uptime – Accountable to achieve 99.999% uptime of all Charging and VAS nodes.

Alarms, Fault and Outage handling – Field support for restoration of outages / emergencies. Immediate action and resolution of all types of HW, SW faults and alarms. Perform preventive maintenance tasks.

R&R management – Initiate repair of all HW including platform infra within TAT without RNP cards.

Backup - 100% compliance of IN&VAS node back up policy and ensuring availability of back up all the time for any emergency handling.

Field support - Extending support to central teams for new roll out including software upgrade and technical testing. Support for any kind of technical testing, SW upgrades, Technical and statutory Audits, Network resilience, Configuration changes for National Network etc.

Customer complaint handling - Ensure immediate action of all types of customer complains related to IN&VAS network including roaming, detailed investigation and proper resolution.

KPI Analysis & improvement - First level analysis on Performance related, Revenue exposure related and Customer impacting related concerns. Troubleshooting the issue by analyzing application layer/ network layer traces. Timely escalation to concerned team for resolution

Change implementation and testing - Ensure accurate MOP, implementation of all types of changes, test impact of changes pre / post service confirmation for each of the change including KPI tracking and impact analysis

Compliance - Compliance of internal and external audit and SOPs

Inventory Management

- Ensure latest update on inventory in terms of location, HW, SW, Capacity etc & scrapping of non-live inventory

Spare Management

Periodic review of Spare availability and ensure adequate spare available on field to run the operations smoothly.

Backup

Ensuring Backup happening as per defined process and tapes are moved following SOP.

DC Audit

Ensure the MTX Security & Hygiene, act to remove all unwanted nodes from the MTX

Inventory

Periodic updates of Inventory and ensure inventory up to date

Customer Complaints Handling

Periodic review with Customer Service teams to identify any critical customer impacting issues, a