Job Description

Role

VAS Applications Operations

Job Level/ Designation

M3 / General Manager

Function / Department

AO- Product & VAS

Location

Pune

Hiring Manager

Ashley Sebastian Dcunha

Job Purpose

# To manage the Value Added Service platform which consist of 3 main application for subscription services, one time service, consent gateway and messaging gateway which is a centralized application stack operation for PAN India which includes - Product configuration, subscription management(activation and renewal), daily governance with partner teams on application monitoring, health and reporting, coordinating with partners teams and internal teams for product configuration and troubleshooting. Working closely with partner teams on service improvement and automation initiatives.

In addition to above application, managing and supporting day to day operation that includes -

• Application Maintenance - as per ITIL governance

• Incidents, Requests, Configurations & Change Management
• Capacity, High Availability, performance & Backup Management
• Access, Security & Privacy Controls adherence
• Periodic application & support infra upgrades to latest versions
• Application KPI & SLA compliance Tracking & Monitoring on availability, performance, productivity, Severity TAT compliance, RCA, RAD reviews, timely CAPA closures etc.
• Application upgrades & Consolidation Support to align to latest technology trends
• Support periodic HA & DR drills to ensure business continuity.
• Coordination with IT partners, Interface applications teams, Infra, Development & Demand team
• Support Security & Compliance teams on Privacy, Vulnerability, User Access Management & Process audits.
• Publish periodic MIS & Management reporting
• Support all integration projects imparting the application with partner team alignment & Tracking
• Review All CRs, Demands being deployed and ensure error-free first time right deployment.
• Ensure uniformity of the application configuration across all circles to deliver similar customer experience PAN India.
• Timely renewal of the operations contracts & Certificates to ensure service continuity.
• Periodic review of the operations Processes, Troubleshooting guides & introduce automation for error-free delivery & minimum service interruptions.
• Ensure escalation & interfacing with Business Users, Regulatory Users on a periodic engagement.

Key Result Areas/Accountabilities

# Ensuring business deliverables as per the agreed and defined SLA for the managed stack.

# Ensure the application availability 99.99% through partner.

# Ensure that Service Incident S1, S2 are minimized.

# Ensuring S3 tickets, Incidents should remain to an acceptable limit.

# Product configuration to be delivered as per agreed Business TAT

# Ensuring alert monitoring and its periodical review.

Core Competencies, Knowledge, Experience

# Telecom IT domain knowledge with more than 15 years of experience in the relevant field.

# Strong verbal & written communication along with good soft skills, interpersonal skills, networking skills, team building and motivational skills.

# Partner management skill and negotiation skill are must.

# Wide exposure in incident & problem management, analytical ability towards production issues and root cause resolution for smooth Business Delivery.

Must have technical / professional qualifications

# Post Graduate in Computer Engineering/Application from renowned University

# Preferred ITIL foundation certified

# PMP / Prince2 / Agile certified