Deputy Manager - OMS CRM - Pune

Location

Pune | India

Job description

About _VOIS

_VO IS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 7 locations: Albania, Egypt, Hungary, India, Romania, Spain and the UK.

Over 29,000 highly skilled individuals are dedicated to being Vodafone Group's partner of choice for talent, technology, and transformation. We deliver the best services across IT, Business Intelligence Services, Customer Operations, Business Operations, HR, Finance, Supply Chain, HR Operations, and many more.

Established in 2006, _VO IS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.

About _VOIS India

In 2009, _VO IS started operating in India and now has established global delivery centres in Pune, Bangalore and Ahmedabad. With more than 14,500 employees, _VO IS India supports global markets and group functions of Vodafone, and delivers best-in-class customer experience through multi-functional services in the areas of Information Technology, Networks, Business Intelligence and Analytics, Digital Business Solutions (Robotics & AI), Commercial Operations (Consumer & Business), Intelligent Operations, Finance Operations, Supply Chain Operations and HR Operations and more.

Job description

• Have a good understating of e2e telecom business process especially for BSS/OSS
• Participate in IT transformation project
• Capacity Planning & Hardware Assessment and able to create technical roadmap for the product
• Lead and articulate end-to-end business processes and the key integration/ control points, work cross-functionally across different business processes
• Drive efficiency through process improvement to continually improve service and reduce costs
• Actively participate in WAR ROOM investigations
• Participate in Periodic meetings with offshore teams on various aspects like performance, SLA/KPIs, issues/escalations etc.
• Identify and support process and operational enhancements that will further improve the services provided to customer
• Build Amdocs OMS and CRM skill in AO-AMDOCS Pillar.
• Deliver significant improvements against the operational KPIs
• Identify opportunities for Automation
• Governance to AO IT Service
• Analyze day to day data to improve operational KPIs
• People, Project and Stakeholder management
• Perform day-to-day L2 support activities, incident and service request management, problem analysis and resolution, configuration changes, health check & housekeeping activity, Triage tickets to support team, identify bug fixes enhancements and minor code product issues and escalate to appropriate teams, fault logging tracking and resolution, batch processing, interface management, extend support during release and deployment.

Must Have

• Strong Operational, analytical, problem-solving skills
• At least 5+ years of hands on Technical Expertise in AMDOCS CRM.
• Min 5+ years of Strong Telecom Domain Knowledge is must
• Resolve major application issues.
• Bachelor's / Master's degree in engineering or business
• Masters/MBA preferred
• Ideally Programme/Project management qualification or relevant experience
• Experience in amdocs CRM & OMS

_VOIS Equal Opportunity Employer Commitment

India:

_VO IS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees' growth and enables them to create a positive impact on themselves and society. We do not discriminate based on age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.

As a result of living and breathing our commitment, our employees have helped us get certified as a Great Place to Work in India for four years running. We have been also highlighted among the Top 5 Best Workplaces for Diversity, Equity, and Inclusion , Top 10 Best Workplaces for Women , Top 25 Best Workplaces in IT & IT-BPM and 14 th Overall Best Workplaces in India by the Great Place to Work Institute in 2023. These achievements position us among a select group of trustworthy and high-performing companies which put their employees at the heart of everything they do.

By joining us, you are part of our commitment. We look forward to welcoming you into our family which represents a variety of cultures, backgrounds, perspectives, and skills!

Apply now, and we'll be in touch!

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