AGM, Active Operations

About the Role

Vodafone Idea Limited is India's leading telecom service provider, offering pan-India Voice and Data services across 2G, 3G, and 4G platforms. The company is committed to delivering delightful customer experiences and contributing to a 'Digital India'.

Key Responsibilities

• Operations & Lifecycle Management
• Manage day-to-day nationwide operations of Lawful Interception (LI) platforms, ensuring high service availability and operational stability.
• Ensure timely provisioning, activation, modification, monitoring, and deactivation of lawful interception requests within regulatory timelines.
• Drive incident, problem, and change management activities to minimize service impact and improve platform reliability.
• Lead troubleshooting of critical platform incidents and coordinate rapid restoration with internal teams and OEMs.
• Platform Engineering & Lifecycle Management
• Manage software upgrades, patching, configuration changes, health checks, and preventive maintenance across multi-vendor LI platforms.
• Support onboarding of new network elements, products, and technologies while ensuring operational readiness and successful end-to-end validation.
• Participate in UAT, interoperability testing, feature validation, and rollout of new LI capabilities.
• Regulatory Compliance & Security
• Ensure compliance with DoT, LEA, TERM, and internal security requirements.
• Support audits, regulatory demonstrations, and compliance reporting.
• Maintain platform integrity, access governance, and operational documentation.
• Capacity & Performance Management
• Monitor platform health, utilization, licenses, and capacity.
• Drive performance optimization and preventive maintenance to ensure service stability.
• Stakeholder & Vendor Management
• Coordinate with Circle Operations, Planning, IT, Security, Regulatory teams, and OEMs for seamless operations.
• Track vendor performance and ensure timely resolution of operational issues.
• Reporting, Analytics
• Generate reports on interception activities, performance metrics & compliance.
• Oversee data handover in required format.
• Report compliance metrics and incident summaries to senior leadership.

Key KPIs

• Operations & Service Delivery
• 100% compliance with statutory LI provisioning timelines.
• Zero provisioning errors.
• Improved MTTR and reduction in repeat incidents.
• Platform Availability
• ≥99.999% LI platform availability.
• 100% successful execution of planned upgrades and maintenance.
• Zero data loss on LI interfaces.
• Compliance & Audit
• 100% audit readiness and regulatory compliance.
• Zero regulatory non-conformities.
• Timely implementation of new regulatory requirements.
• Stakeholder & Vendor Management
• 100% successful LEA testing and demonstrations.
• ≥95% vendor SLA compliance.
• Timely closure of critical escalations.
• Security & Risk
• Zero security or access control violations.
• 100% audit log integrity and compliance.
• Reporting & Continuous Improvement
• 100% on-time submission of regulatory and management reports.
• Delivery of automation and process improvement initiatives.
• Timely closure of audit observations and action items.

Requirements & Tech Stack

• Technical Skills
• Strong knowledge of Lawful Interception (LI) architecture, ETSI/3GPP standards, and HI/X interfaces.
• Good understanding of 4G/5G Core Networks, IMS, VoLTE/VoWiFi, ISP/IPLC, and IP networking (IPv4/IPv6, MPLS, BGP).
• Hands-on experience in LI platforms, packet/protocol analysis (Wireshark/TCPDump), and troubleshooting.
• Knowledge of network security, secure communication (IPSec, TLS, PKI), and access governance.
• Familiarity with Linux/Windows administration, databases, scripting (Python/Shell), and operational automation.
• Experience with multi-vendor telecom platforms and carrier-grade service operations.
• Functional Skills & Competencies
• LI Operations & Provisioning: Expertise in end-to-end interception lifecycle management and service assurance.
• Vendor & SLA Management: Experience in managing multi-vendor LI platforms and ensuring SLA compliance.
• Compliance & Audit Readiness: Strong understanding of regulatory compliance, data governance, and audit requirements.
• Incident & Problem Management: Proven ability to troubleshoot critical platform issues and ensure timely service restoration.
• Tools & Systems
• LI Platforms: Zeel, Vehere, Verint or equivalent LI Mediation & LIMS platforms. (Level: Advanced)
• Core Network Elements: Multi-vendor Voice & Packet Core platforms (Nokia, Ericsson, Huawei, ZTE, Cisco, Mavenir). (Level: Working)
• Protocols & Standards: ETSI, 3GPP, HI/X interfaces, SIP, Diameter, SS7, SIGTRAN. (Level: Working)
• Monitoring & Diagnostics: NMS/EMS, SNMP, Wireshark, TCPDump, and platform monitoring tools. (Level: Advanced)
• ITSM & Compliance: ServiceNow/HPSM or equivalent, GRC tools, and DoT/LEA reporting portals. (Level: Working)
• Security & Automation: SIEM, IAM, Secure VPNs, Linux, SQL, Python/Shell scripting. (Level: Working)
• Behavioral Skills and Competencies / Traits / Temperament
• First-Time-Right Approach
• Accountability and Ownership
• Analytical Thinking
• Digital & Innovation Mindset
• Managing Under Pressure
• Learning Agility