AGM – Lead Special Desk

Role

Lead IoT Special Project

Job Level/ Designation

M2

Function / Department

Ent/CS  

Location

Pune

Job Purpose

The role of Lead IoT support  desk and will be a key position within the Vodafone Business IoT service team. It will support large customers across multiple regions and verticals. The lead IoT special project  will provide technical operation support to IoT customers and be accountable for support of contracted IoT Services & Solutions delivered from the IoT Portfolio.

Key Result Areas/Accountabilities

Provide a single technical point of contact for initial and external stakeholder of IoT LOB

Sharper Field Service Management (HT)

Involved in POC and Critical solution case solving

Drive specific campaigns

Focused CX – NPS, RNPS improvements

Competition In-sighting & Retention via fault analysis

Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction.

Core Competencies, Knowledge, Experience

Proven track record of success in delivery in a technology industry and operation management.

Excellent ability to manage customer relationships, their expectations (and define acceptance criteria) and to understand requirements of business and customer to ensure they are translated into technical delivery

Experience in successfully managing corporate/global customers and a proven track record in negotiating /influencing at a senior stakeholder level

Experience in KPI Reporting and Stakeholder data analysis with presentation skills

A strong operational background in a technical role and experience of working with IoT technologies, with an interest in industry and product enhancements

A flexible nature and ability to adapt quickly to new technical products entering the Global Machine-to-Machine Portfolio

Innovative thinking and ability to consistently anticipate customer expectations in high pressured situations

Must have technical / professional qualifications

Strong Understanding of M2M, IoT and cellular technologies i.e. IOT Sensors, Platform, Packet Core (PACO) Network, GSM, and other serving nodes.

Knowledge across various domains in IoT space including Oil N Gas, Fleet Management, IIOT etc

Experience with Tableau and similar platforms

Previous experience building a services business leveraging new technologies including mobile applications, cloud/SaaS, and wired/wireless networks

Good knowledge in data sciences and data analytics and utilization of Machine learning algorithms in IoT space

Possess Strong critical thinking and problem solving skills.