Vodafone Idea - Vice President - Incident Management

- Being the SINGLE point of contact for all Circles and providing expert level support towards resolution of Service Critical Network incidents and restrict to targeted SLAs so as to reduce service impact and maximize uptime

- Managing a large resource pool of 600+ resources from Cross domain

- Finding root cause of incidents and ensuring Corrective and Preventive measures through problem management at National Level so as to eradicate Network issues once and for all

- Analyze Incident trends across network and come up with Improvement areas identified, work on them and improve network quality by reducing outages and improving RNA

- Manage large Circle Oriented Field operations team and ensure meeting of FO KPIs

- Fostering digital transformation and Automation in the field of operations to enhance efficiency and reduce human error

- Governing Service partners Like HP, TCS, Accenture, TCTS and others to keep them aligned to the VIL expectations and SLAs in order to ensure 24X7 seamless working of life support tools like HP TeMIP, HP SM, WFM Click Mobile etc. for VIL business sustainability and continuity of services

- Ensuring compliance to Industry best practices to achieve International Accreditations like ISO 20K and ISO 27K certification, building a safe and conducive working environment through exercise of HSW controls and improve Team competency for a best in class Work place

- Govern and ensure Timely acceptance of Fault free New Nodes in Network in order to support business needs

- OWN 24X7 INM Shift operations to handle P1 till P5 Network incidents effectively

- Improve RNA, MTTR and Availability across the network

- Achieve WFM KPIs

- Ensure 100% L2 level troubleshooting

- Time bound transitioning of Incidents from INM to TAC to OEM

- Build the best team with fostering Digital DNA, Inclusivity, Diversity, HSW