Job Req ID 47590 Location Mumbai IN Function VIBS About 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 FL Service Lead Job Level Designation M2 DGM Function Department Enterprise Customer Service Location Mumbai Job Purpose Responsible to manage team of Technical Service Managers for the Enterprise Customers using FLX services Key Result Areas Accountabilities 1 Technical knowhow of Data Network - Should be able to understand the architecture of the services being offered under Fixed Line Data and Voice Products o 2 Customer Focus - Handling customer escalations and ensuring Service managers are responsive to customer during any outages To ensure services offered to customer meet the agreed SLA with minimum MTTR Customer Performance review with Service health check parameters and ensure closure of any repetitive nature of issue Should be able to drive technical service improvement plan for services where SLA is not meeting via Service managers Be part of QBR discussion with customer along with Business Team Arrange C- Level engagements as per defined periodicity Focus on retention of services by reviewing churn Probable churn cases periodically Drive Digital Adoption at Circle level 3 Co-ordination Communication skills - Monthly Cross Functional engagement with Business Delivery and CNC Teams 4 Analytical and logical approach - Build Strategies around Service improvement using historical trends Analyze data for generating pre emptive steps to avoid service issues in future 5 Team Building- Ensure Team is governed well to achieve circle KPIs Ensure Team is completing trainings to remain up to date on latest technology as well and soft skill enablement Core Competencies Knowledge Experience Relevant experience handling Enterprise Customers Good stakeholder-management skills o Balanced in handling emergencies Good Team Management Skills and leadership qualities Must have technical qualified qualifications CCNA CCNP preferred ITIL will be added advantage Engineering Graduate Vodafone Idea Limited formerly Idea Cellular Limited An Aditya Birla Group Vodafone partnership

📌 Dgm - Fl Service Lead (Maharashtra)
🏢 Vodafoneziggo
📍 Maharashtra