AGM - ZTM

Vodafone Idea Limited; Sahibzada Ajit Singh Nagar; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Vodafone Idea Limited is a leading telecom provider in India, committed to delivering excellent customer experiences. This role focuses on implementing operations policies, monitoring SLA compliance, and driving service improvements at the zonal level across 2G/3G/4G platforms.

Ideal candidate has a B.Tech in Electronics and Telecommunications with 6+ years of experience, capable of strategic planning and cross-functional collaboration to support both community projects and corporate customers.

Qualifications

• In-depth technical knowledge across telecom operations.
• Strong domain knowledge in telecom services and operations.
• Analytical approach to problem solving and performance improvement.
• Customer-centric mindset with ability to drive service excellence.

Responsibilities

• Monitor and drive Operations SLA at Zonal Level.
• Implement operational policies and procedures at Zonal Level.
• Audit testing and measurement equipment usage per norms.
• Design strategy to expand operational support services.
• Support community and corporate customers in the zone.
• Oversee technical customer care and monitor complaint resolutions.
• Identify training needs and coordinate with Training Team.
• Ensure timely execution of special projects and upgrades.

Skills

In-depth technical knowledge

Domain knowledge

Analytical ability

Customer focus

Innovative mindset

Education

B.Tech Electronics and Telecommunications

Job description

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

Job Level/ Designation

Function / Department

Location

Hiring Manager

Job Purpose

Ensure implementation of operational policies and procedures at Zonal Level.

Key Result Areas/Accountabilities

• Complete Responsibility of monitoring and driving Operations SLA at Zonal Level
• Ensure implementation of operational policies and procedures at Zonal Level.
• Conduct periodic audit and inspection to ensure that testing and measurement equipment is available and being utilized by the field staff as per laid down norms and procedures.
• Design and implement strategy for expanding operational support services.
• Provide support to community Projects in respective zone
• Provide support to corporate customers in respective zone
• Assume overall responsibility for supporting technical customer care as per laid down norms as well as monitoring of complaint resolutions.
• Analyze training needs of operations staff and co-ordinate with Functional Training Team.
• Ensure timely execution of special projects/ up-gradation assignments.Establish measure of performance and monitor performance of Operations staff

Core Competencies, Knowledge, Experience

• In-depth technical knowledge
• Excellent domain knowledge and
• Very good analytical
• Customer centric, Innovative , Ambitious and competitive, Calculated risk taking & task oriented

Must Have Technical / Professional Qualifications

B-Tech Electronics and Telecommunications with 6+ years of experience

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership