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
