DGM - FL Service Lead

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

FL Service Lead

Job Level/ Designation

M2/DGM

Function / Department

Enterprise/Customer Service

Location

Mumbai

Job Purpose

Responsible to manage team of Technical Service Managers for the Enterprise Customers using FLX services.

Key Result Areas/Accountabilities

• Technical knowhow of Data Network: -
  

Should be able to understand the architecture of the services being offered under Fixed Line Data and Voice Products

• Customer Focus: -
  

Handling customer escalations and ensuring Service managers are responsive to customer during any outages
To ensure services offered to customer meet the agreed SLA with minimum MTTRCustomer Performance review with Service health check parameters and ensure closure of any repetitive nature of issue.Should be able to drive technical service improvement plan for services where SLA is not meeting via Service managers.Be part of QBR discussion with customer along with Business Team.Arrange C- Level engagements as per defined periodicityFocus on retention of services by reviewing churn /Probable churn cases periodicallyDrive Digital Adoption at Circle level

• Co-ordination / Communication skills: -
  

Monthly Cross Functional engagement with Business, Delivery and CNC Teams

• Analytical and logical approach: -
  

Build Strategies around Service improvement using historical trends
Analyze data for generating pre emptive steps to avoid service issues in future

• Team Building-
  

Ensure Team is governed well to achieve circle KPIsEnsure Team is completing trainings to remain up to date on latest technology as well and soft skill enablement

Core Competencies, Knowledge, Experience

• Relevant experience handling Enterprise Customers
• Good stakeholder-management skills
• Balanced in handling emergencies
• Good Team Management Skills and leadership qualities
  

Must Have Technical/ Professional Qualifications

• CCNA/CCNP preferred, ITIL will be added advantage
• Engineering Graduate
  

Vodafone Idea Limited

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