Job Details

• Manage vendor IT operations teams for OSS/BSS applications thereby ensuring 24/7 support with minimal disruption to business services.
• Ensure business teams receive complete IT support for the issues they are facing in order to deliver smooth business operations
• Help customer operations & service operation centers with analysis of orders, installation & billing data.
• Work as IT escalation point of contact for complaints raised by business teams
• Monitor deployments carried out by vendor teams & ensure risk-free, successful deployments with no business interruptions
• Handle crisis situations and decision making for timely recovery of systems.
• Must have prior experience in setting up governance for platform operations with stringent SLAs and highly dynamic business KPIs.
• Implement best practices in operations to improve maturity of IT operations
• Good communication skills, ability to interact with multiple business teams and IT vendor teams is required.
• Candidates with only people management skills will not be suitable.
• Candidate is required to have analytical and problem solving skills related to data (logical and technical skills is a plus).
• Should be able to own & enhance change management process.
• Hands-on experience with scripting, automation tools will be required
• Need understanding of Telecom business processes and IT applications in Telecom/DTH domain.

• Past experience should have been as an operations lead for > 2 components - e.g. Billing, CRM, Inventory management, Order management, BI.
• Exposure and experience of supporting applications built on one of the following COTS will be advantage - Siebel CRM, Billing - Kenan, Oracle BRM, Net cracker, Amdocs/Comverse, Elite core
• Should have good knowledge of MS office tools like MS-Excel, Powerpoint
• Hands-on experience with scripting, automation tools will be required
• Experience with reporting & analytics tools like BO, Power BI, Tableau will be added advantage

Reference ID - GH/CRS/JC//26042019//83412/Manager - IT Operations