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
Head (Mobility & carrier service assurance)
Job Level/ Designation
M4/Vice President
Function
Corporate-Technology
Department
SNOC
Location
Pune
Job Purpose
The Service Analytics Head within the SNOC plays a pivotal role in safeguarding Vodafone Idea Limited’s (VIL) revenue and customer experience across Mobility and Enterprise business domains. This role leads the end-to-end lifecycle of service performance and analytics by ensuring proactive and reactive service assurance across PAN India networks covering Data, VoLTE, Long-Distance Voice, IoT, and VAS.The role includes driving operational excellence through advanced service management frameworks, leading a high-performing team, and aligning service assurance with business goals to deliver superior customer experience and optimal network performance.The purpose of Service Management Head-
- Accountable for lifecycle of service management at SNOC for the entire network which includes capturing and rectifying PAN India service level degradation in Data, Volte, Long distance Voice and VAS services. Handling Bulk customer issues related to network problems and maintaining MTTR
- Develop and implement a strategic vision for service management, aligning it with the company’s overall objectives and goals
- Lead and manage a team of service management professional, providing guidance, coaching and mentoring to ensure their success and professional development
- Establish and enforce service management processes and standards to ensure efficient service delivery including service desk and service assurance
Key Result Areas/Accountabilities
Service Performance & Analytics Oversight
- Ensure timely detection, analysis, and resolution of network service degradations across technologies (2G/3G/4G/VoLTE, IP/MPLS, Core, Enterprise).
- Leverage service-level analytics to capture, correlate, and prioritize service incidents (Volte, LD, PACO, IoT) and minimize customer impact.
- Drive real-time visibility of service KPIs across domains; introduce predictive analytics to prevent service degradation.
Service Desk and Assurance Management
- Oversee bulk issue resolution for enterprise and mobility customers through effective service desk operations.
- Establish escalation processes and incident tracking mechanisms for high-impact events to ensure SLA adherence and reduced MTTR.
Strategy and Process Excellence
- Define and implement the long-term vision for service management aligned with SNOC and business strategy.
- Continuously optimize service delivery workflows; drive automation and digital transformation initiatives to improve efficiency.
Stakeholder and Governance Management
- Build strong cross-functional relationships with Network Operations, Enterprise, Customer Service, and Partner teams.
- Maintain transparency through dashboards, governance reviews, and reports for internal and external stakeholders.
Leadership and Resource Management
- Lead, mentor, and develop a skilled team of service management professionals.
- Ensure effective planning and utilization of team, tools, and budget.
- Promote a culture of continuous improvement, customer centricity, and data-driven decision-making
Core Competencies, Knowledge, Experience
- Overall 15-20 years of experience in managing telecom networks and minimum 5 years of experience in service management within the telecom industry, with a track record of managing large scale operations and delivering high quality services.
- Deep knowledge of FCAPS frameworks and practical ITIL-based service assurance execution.
- Strong leadership skills with the ability to inspire and motivate the team, driving culture of excellence and continuous improvement
- Ability to lead complex, multi-domain operations with analytical precision and strategic vision.
- Proven experience in managing customer relationship and resolving escalate issues effectively
- Strong analytical skills to interpret data, identify trends and make date driven decisions
Must Have Technical / Professional Qualifications
- Masters/Bachelors in Engg (E&TC Preferred)
- 2G/3G/4G technology, Radio & wireless networking, Transmission & IP-MPLS, CS-Core and VoLTE, Packet core (SGSN, MME, GGSN, SGW, PGW), Enterprise services (MPLS, ILL, NPLC, Multi-VRF, SD-WAN, SIP-PRI, etc)
- Certified ITIL-V3 foundation expert
- Business and Financial acumen
Vodafone Idea Limited
(formerly Idea Cellular Limited)An Aditya Birla Group & Vodafone partnership
