Level: M2

Position: AGM

Role Overview

The Firewall Operations Manager will be responsible for driving operational excellence,

governance, and growth of ILD A2P services. This role focuses on managing messaging

traffic, ensuring platform integrity, preventing spam and misuse, and enabling secure,

scalable, and high-quality communication for telco and CPaaS partners.

The incumbent will establish robust operational processes, collaborate with internal and

external stakeholders, and contribute to revenue growth through effective operations and

continuous innovation.

Key Responsibilities

1. Operational Excellence & Governance

• Enhance operational management by adopting industry best practices and driving

continuous improvements.

• Ensure operational processes contribute to revenue growth and efficiency.

2. Traffic Management & Quality Control

• Monitor and manage A2P/P2P SMS traffic, including firewall rule configuration.

• Implement new rules and algorithms for effective traffic filtering.

• Detect and block grey route leakages (international and commercial communications).

• Conduct traffic analysis and generate regular reports for management and partners.

• Ensure partner tickets are resolved within defined SLAs (within 60 minutes).

• Review partner intelligence testing reports and take corrective actions.

• Identify new ILD leakage patterns and collaborate with partners to develop AI/ML-

based solutions.

• Define and implement rules to detect and block UCC from UTM routes.

3. Operations & Stakeholder Coordination

• Provide 24x7 operational support as required by the business.

• Coordinate with Circle Technology teams to resolve POI congestion issues.

• Collaborate with regulatory teams and provide information to lawful agencies as

required.





• Execute actions based on lawful requests related to entities, headers, or templates.

4. Revenue & Partner Management

• Track ILD revenue from ILD Hub.

• Onboard new aggregators on ILD Hub, including billing configuration.

• Evaluate new partners for intelligence testing (ILD SMS & Flash Calls).

5. Product & Innovation Inputs

• Translate operational insights into product requirements.

• Define feature-level requirements and collaborate with Technology/IT teams.

6. Cross-Functional Collaboration

• Work closely with internal teams (FMS, Regulatory, Technology) and external partners.

• Engage with telecom operators and regulatory bodies to stay aligned with evolving

regulations.

• Build consensus on ILD classification for various brands.

Required Skills & Competencies

• Strong operational management and leadership experience.

• Excellent communication and stakeholder management skills.

• Ability to manage end-to-end product operations.

• Ability to work under pressure and manage multiple escalations.

• Solid analytical and problem-solving skills.

• Confidence in presenting to clients and partners.

• Need to have AI/ML knowledge to automate certain activity internally into team

Qualification & Experience

• Graduate from a recognized university.

• MBA is an added advantage.

• 8+ years of relevant experience.

• Knowledge of A2P messaging, Firewall systems, and RBM/RCS.

• Understanding of TRAI TCCCPR 2018 regulations.

Key Result Areas (KRAs)

• Adoption of regulatory, market, and technology trends.

• Customer satisfaction (CSAT) and problem resolution.

• Management of internal and external stakeholders.

• End-to-end operational excellence.

• Collaboration with technology partners and vendors.

• Vendor relationship management.

📌 AGM - Firewall Operational Manager (Mumbai)
🏢 Vodafone Idea
📍 Mumbai