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08/03 Vinay Kumar
Business Head at First Meridian

Views:401 Applications:92 Rec. Actions:Recruiter Actions:7

Vice President - Technology - Network Operating Centre (18-22 yrs)

Bangalore Job Code: 900309

Role Name : Vice President - Technology

Purpose of the role:

The role holder will be accountable for the business-wide strategic direction in the use and management of technology for new and existing products/ services. He/She is also responsible for the development of technology, selection and deployment plans, with implementation being carried out by the various operations teams

Key Responsibilities:

- Definition and delivery of the company's technologies strategy to ensure an exceptional level of service is experience at all times

- Continuous Technology Innovation to ensure customer delight and business objectives

- Establishing, implementing and reporting on metrics, and dashboards for the team based on various KPIs

- Tracking and analyzing trends and generating statistical reports.

- Analyzing performance of Technology Activities and documented resolutions, identifying problem areas, devising and delivering solutions to enhance quality of service to prevent future problems

- Ensuring that the Support team monitors and test fixes to ensure problems have been adequately resolved

- Act as escalation point for support that have exceeded service levels.

- Identifying, recommending, developing, and implementing training programs and Master classes

- Building and maintaining effective internal relationships and communications

- Ensuring operational excellence, process effectiveness and driving the right business behaviours, best customer service

- Ensuring all Technology and Network records are maintained and updated in accordance with TRAI regulations and that accurate record of discussions or correspondence with customers within the company and database are maintained

- Providing regular reports to the senior management team relating to departmental performance statistics against standards to determine and improve the level of customer service provided by the organization to our customers

- Effectively implement the identified and created SOP- s, and in parallel work on new SOP's to meet the needs of a fast changing service environment

- Ensure all TRAI QOS parameters related to technology are meet and continuously improved.

- Ensure continual improvement to all technology operations parameters

Key Result Areas:

- The position will work closely with the Leadership team as well as the Technology team at the group level. He/she will be responsible for providing the highest level of Technology Support, Introducing and maintaining the state of the art Technology in line with the Business Strategy. The position will ensure the smooth running of the team and be the custodian of the end to end technology for customer uptime and network uptime

Educational & Experience requirements:

- B.E or Equivalent Technical Education, preferably with an additional qualification of MBA/M.Tech/M.S

- Should have 18- 21 Years of work experience in Telco / ISP service Provider background

- Should have experience in Managing Network Operating Centre

- Managing a service that has been delivered on a metro Ethernet environment. Additional knowledge of GPON is desirable

- Knowledge of video; experience in managing a Triple Play environment is desirable

Women-friendly workplace:

Maternity and Paternity Benefits

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