GM - Application Operations
Vodafone Idea Limited
Pune, IN
5d ago

Role

CRM Solution & Surround - AO Lead

Job Level / Designation

General Manager

Function / Department

IT Application Operation

Job Purpose

Prepaid & Postpaid CRM & Surround app - IT operations

Key Result Areas / Accountabilities

  • Maintenance application operations as per ITIL governance structure.
  • Daily Tracking & Monitoring of Application KPI & SLA compliance.
  • Ensuring Security, Privacy & Regulatory Compliance.
  • Ensuring Uptime of application.
  • Ensuring RCA submission from partner for any SEV1, SEV2 & Problem ticket within agreed timelines.
  • Coordination with IT partners, Interface teams, Infra, Development & Demand team, Business stake holders, Security & Compliance team
  • Periodic review with business & Partner teams
  • 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.
  • Handling escalations from business and counterparts and providing solution.
  • Ensuring CRM reports are getting delivered to business and downstream system on time.
  • 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.
  • Change discussion & KT before deployment in production and RFC approval.
  • Partner team management and providing guidance.
  • Planning & ensuring HA for all managed applications.
  • System upgrades as per latest product recommendations.
  • Core Competencies, Knowledge, Experience

  • Siebel CRM Telecom
  • Prepaid / Postpaid Telecom customer Activation & Service request life cycle
  • ITIL Framework
  • SQL, Oracle database, UNIX, BI
  • Microsoft Office
  • BMC Remedy
  • Monitoring tool like HP-APM
  • Analytical skills
  • IT stakeholder & Business Governance
  • Partner / Vendor governance
  • Team Management
  • Must have technical / professional qualifications

    B.Tech or MCA or equivalent

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