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Role
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Head – SLA & Partner Management
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Job Level/ Designation
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M3 – General Manager
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Function / Department
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Transport – Enterprise & CLS Operations
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Location
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Mumbai
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Job Purpose
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- Responsible for providing strategic leadership to Enterprise service Operations.
- Deliver superior customer experience by ensuring that the partners and vendors deliver on the agreed SLA’s .
- The role manages, vendor on boarding, training to Vi resources from the vendors on the products, Spare Management, Repair and Return process, 3rd party service provider governance, inventory management of all the vendors.
- Responsible for managing end to end 3rd party vendors right from forecasting, budgeting till final pay outs – around 250 vendors
- Inventory Management –Work with around 250 vendors for Inventory reconciliation spanning across AMCs of Equipment used for customers and network, customer Lease Lines, domestic and International network related leased lines, data centres, Managed services for Enterprise and network, outsourced resources, Software licences, Annual membership charges etc.
- Cost Optimization – Pro-actively work with entire technology team spanning across 23 circles to identify cost optimization opportunities and implement them.
- Manage and govern the deliverable KPI’s to the Enterprise Business and to the Enterprise customers.
- Performance Management – network level SLAs- availability, latency, packet loss, jitter performance analysis, improvement plan preparation, implementation of recommendations, network audits and implementation of recommendations, network change management
- Ensure periodic network audits, drive implementation of recommendations for network & service quality improvement, provide implementation support to NOC team and stake holders.
- Compliance -100% compliance of network and service with Telecom Network Security Compliance Audit and any other audits as desired from time to time.
- Engagement with Enterprise teams – Working on Fault trend analysis data and customer feedback and that of the teams’ front ending the customer for fixing the gaps in the network to achieve the SLA.
- Vendor Management – Govern and manage the managed service partners and vendors responsible for providing the services to Enterprise customers.
- Budget planning, revenue management and ensuring cost effective solutions are provided and cost control is in place.
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Key Result Areas/Accountabilities
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- . Enterprise Operations – Operations of Enterprise Service Operations from a network point to maintain and improve KPIs of the services against defined benchmark and Continuous improvement plan recommendation and implementation.
- Network Strategy –Partner related network strategy through Network improvements, Network audits, Customer Feedback.
- Performance Management – Governance and Working on Fault trend analysis data & fixing the gaps in the network to achieve the SLA’s agreed with the customers.
- Customer Experience – Work with the Customer facing teams to achieve agreed targets on NPS and RNPS programs.
Vendor Governance – SLA management, periodic reviews and continual service improvement
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Core Competencies, Knowledge, Experience
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- 15-18 years of IT / Tech. role with Minimum 8+ years in Telecom OSS domain with proven experience in KPIs, Benchmarking and Optimization of Networks, Service Level SLA, analysis, recommendation and implementation of continual service improvement.
- Graduate/ PG / Engineering
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Must have technical / professional qualifications
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- Ability to drive cross-functional teams and vendors for meeting the KPI’s agreed with the customer and the organizational KPI’s.
- Expertise in Multi-vendor OSS/BSS Applications
- Self-motivating and able to work under minimal supervision along with good communications skills
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