Manager_Amdocs CRM & OMS Service Lead_Pune Job at Vodafone (Pune)

Job Description

We are seeking a skilled professional to lead Telecom Amdocs CRM and Order Management System (OMS) application support within a Business Support Systems (BSS) environment. The role focuses on ensuring operational stability, resolving critical incidents, improving service performance, and driving continuous improvement across CRM and OMS platforms. The individual will play a key role in managing stakeholders, enhancing service quality, and supporting transformation initiatives.

Job Responsibility

Provide technical leadership for Amdcos CRM and OMS application support within Telecom BSS environments
AI based automation Implement automations using Python, Cursor AI, Oracle Apex
Manage and resolve critical incidents (P1/P2), ensuring minimal business disruption
Collaborate with L3 teams to implement permanent fixes and improve system stability
Drive improvements in SLA and KPI performance across applications
Analyse incident trends and implement preventive measures to reduce recurring issues
Lead process improvements to optimise efficiency and reduce operational costs
Participate in transformation initiatives and contribute to technical roadmaps
Support capacity planning and infrastructure assessments
Actively contribute to war room investigations and major incident management
Coordinate with cross-functional and offshore teams to ensure service continuity
Identify automation opportunities to enhance operational efficiency
Perform L2 support activities including incident management, problem resolution, change implementation, and system health checks
Manage stakeholder relationships and ensure alignment with business expectations

Requirements

Experienced in Telecom Amdocs CRM and OMS domains with strong technical expertise
Proficient in Amdocs CRM/OMS, Java, Unix, and PL/SQL,L2/L2.5 Support
Knowledgeable in ITIL/ITSM processes and service management practices
Skilled in incident management, problem-solving, and operational analytics
Comfortable working in a 24/7 environment supporting global teams
Strong collaborator with the ability to engage stakeholders across multiple functions
Experienced in analysing operational data to drive service improvements
Familiar with integration technologies, relational databases, and web services
Holds a Bachelor’s or Master’s degree in engineering, business, or a related field

What we offer

Opportunity to work on large-scale telecom systems within a global organisation
Exposure to end-to-end BSS/OSS processes and transformation programmes
Collaborative, cross-functional working environment across international teams
Continuous learning through hands-on technical problem-solving and innovation
Opportunity to contribute to service improvement and automation initiatives

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Manager_Amdocs CRM & OMS Service Lead_Pune

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