Manager_Amdocs CRM & OMS Service Lead_Pune

Vodafone Group Plc; Pune District; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Vodafone Group Plc's VOIS seeks a skilled professional to lead Telecom Amdocs CRM and OMS application support within a large, 24/7 global BSS environment. You will ensure operational stability, resolve critical incidents promptly, and drive continuous improvement across CRM and OMS platforms.

The role emphasizes technical leadership, automation initiatives (AI-based tooling), and collaboration with L3 teams and offshore groups to implement permanent fixes, improve SLA/KPI performance, and

Qualifications

• Extensive experience in Telecom Amdocs CRM and OMS domains.
• Proficient in Amdocs CRM/OMS, Java, Unix, and PL/SQL; L2/L2.5 support.
• Knowledgeable in ITIL/ITSM processes and service management.
• Strong incident management and operational analytics skills.
• Bachelor's or Master's degree in engineering, business, or related field.

Responsibilities

• Provide technical leadership for Amdocs CRM and OMS application support.
• Implement automations and AI-based tooling to improve performance.
• Manage critical incidents (P1/P2) with minimal disruption.
• Collaborate with L3 teams to deploy permanent fixes.
• Drive SLA/KPI improvements and assist transformation initiatives.

Skills

Amdocs CRM/OMS

Java

Unix

PL/SQL

L2/L2.5 Support

ITIL/ITSM

Education

Bachelor's or Master's degree in engineering, business, or related field

Tools

ITIL/ITSM tools

Job description

Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.

As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.

We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.

#VOIS #BeUnrivalled #CreateTheFuture

About this Role

We are seeking a skilled professional to lead Telecom Amdocs CRM and Order Management System (OMS) application support within a Business Support Systems (BSS) environment. The role focuses on ensuring operational stability, resolving critical incidents, improving service performance, and driving continuous improvement across CRM and OMS platforms. The individual will play a key role in managing stakeholders, enhancing service quality, and supporting transformation initiatives.

What you’ll do

• Provide technical leadership for Amdcos CRM and OMS application support within Telecom BSS environments.
• AI based automation Implement automations using Python, Cursor AI, Oracle Apex
• Manage and resolve critical incidents (P1/P2), ensuring minimal business disruption
• Collaborate with L3 teams to implement permanent fixes and improve system stability
• Drive improvements in SLA and KPI performance across applications
• Analyse incident trends and implement preventive measures to reduce recurring issues
• Lead process improvements to optimise efficiency and reduce operational costs
• Participate in transformation initiatives and contribute to technical roadmaps
• Support capacity planning and infrastructure assessments
• Actively contribute to war room investigations and major incident management
• Coordinate with cross-functional and offshore teams to ensure service continuity
• Identify automation opportunities to enhance operational efficiency
• Perform L2 support activities including incident management, problem resolution, change implementation, and system health checks
• Manage stakeholder relationships and ensure alignment with business expectations

Who you are

• Experienced in Telecom Amdocs CRM and OMS domains with strong technical expertise
• Proficient in Amdocs CRM/OMS, Java, Unix, and PL/SQL,L2/L2.5 Support
• Knowledgeable in ITIL/ITSM processes and service management practices
• Skilled in incident management, problem-solving, and operational analytics
• Comfortable working in a 24/7 environment supporting global teams
• Strong collaborator with the ability to engage stakeholders across multiple functions
• Experienced in analysing operational data to drive service improvements
• Familiar with integration technologies, relational databases, and web services
• Holds a Bachelor's or Master's degree in engineering, business, or a related field

Not a perfect fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

What's in it for you

• Opportunity to work on large-scale telecom systems within a global organisation
• Exposure to end-to-end BSS/OSS processes and transformation programmes
• Collaborative, cross-functional working environment across international teams
• Continuous learning through hands-on technical problem-solving and innovation
• Opportunity to contribute to service improvement and automation initiatives

What skills you will learn

• Advanced expertise in Telecom Amdocs CRM and OMS systems
• Incident management and operational excellence in high-availability environments
• Data-driven decision-making to improve service KPIs
• Cross-functional collaboration and stakeholder management
• Automation and process optimisation in IT service delivery

VOIS Equal Opportunity Employer Commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

Join Us

At Vodafone, We're working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together. With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Follow us on social media

• LinkedIn: https://www.linkedin.com/company/vois/
• Facebook: https://www.facebook.com/voisglobal
• Instagram: https://www.instagram.com/voisglobal/