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Role
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CRM Solution & Surround – AO Lead
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Job Level/ Designation
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General Manager
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Function / Department
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IT – Application Operation
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Location
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Pune
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Job Purpose
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Prepaid & Postpaid CRM & Surround app – IT operations
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Key Result Areas/Accountabilities
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- Maintenance application operations – as per ITIL governance structure.
- Daily Tracking & Monitoring of Application KPI & SLA compliance.
- Ensuring Security, Privacy & Regulatory Compliance.
- Ensuring Uptime of application.
- Ensuring RCA submission from partner for any SEV1, SEV2 & Problem ticket within agreed timelines.
- Coordination with IT partners, Interface teams, Infra, Development & Demand team, Business stake holders, Security & Compliance team
- Periodic review with business & Partner teams
- Publish periodic MIS & Management reporting
- Tracking the repetitive S3 issues, Problem tickets & Drive Permanent resolution.
- Monitoring Remedy S3/S4/WO timely resolution trend within SLA.
- Handling escalations from business and counterparts and providing solution.
- Ensuring CRM reports are getting delivered to business and downstream system on time.
- Ensure timely support for multiple Audits and compliance.
- Participation in Solution walkthrough by providing necessary inputs and review of functionality, SIT/UAT/Security Signoff and other necessary signoffs for new CRs, Demands before production deployment.
- Support for Application Consolidation or data migration.
- Support all projects imparting the application with partner team alignment & Tracking.
- System Alerts Setup and monitoring.
- Change discussion & KT before deployment in production and RFC approval.
- Partner team management and providing guidance.
- Planning & ensuring HA for all managed applications.
- System upgrades as per latest product recommendations.
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Core Competencies, Knowledge, Experience
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- Siebel CRM – Telecom
- Prepaid/Postpaid Telecom customer Activation & Service request life cycle
- ITIL Framework
- SQL, Oracle database, UNIX, BI
- Microsoft Office
- BMC Remedy
- Monitoring tool like HP-APM
- Analytical skills
- IT stakeholder & Business Governance
- Partner/Vendor governance
- Team Management
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Must have technical / professional qualifications
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B.Tech or MCA or equivalent
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