Conduct meetings with CXO level management & senior leaders in Customers organization to capture Business pain points & key organization imperatives
Lead Discovery engagements across Clients operations to identify process improvement areas for increasing Operational Efficiency, Cost Optimization and Customer Experience
Drive process workshops along with team members to capture As-Is processes and measurement metrics
Understand operational processes and Customer requirements along with Voice of End-Customer
Map processes using ARIS, Visio or any other process modeling tool
Perform Gap-Analysis based on eTOM, ITIL & standard industry frameworks across Service Delivery, Service Assurance & Billing
Quantify impact of process pain points through data analysis.
Recommend solutions for process improvement at Business level and operations level.
Define KPI measurement & monitoring framework for E2E Telecom Business Processes.
Lead Improvement program in managed services operations by deploying different improvement methodologies like Lean, Six Sigma
Understanding different data structures/data bases; Drive data measurement & analysis to deliver SLA/KPI performance reports
Create case studies of key deliverables
Respond to RFPs / RFIs & help build proactive proposal
Experience in Telecom Process design & process consulting
Ability to interface with senior leadership team and global consulting experience
Experience in Delivering Process blueprint / architecture for Greenfield Operators or matured telecom operators
Hands on experience in building KPI dashboards & SLA Performance report enabling jeopardy management
Experience in driving improvement initiatives & delivering business benefits
Hands on experience in using eTOM, ITIL & Industry frameworks
Excellent Understanding of Service Delivery, Service Assurance & billing processes of telecom operator Enterprise, Wholesale or Retail
Good Understanding of Telecom Wireless & Wireline Product portfolio Mobile Prepaid, Postpaid, MPLS, ILL, IPVPN, UCC etc.
Experience in driving data analysis using excel, Minitab or Microsoft Access
B.E. / B. Tech in Electronics & Telecommunications, Industrial Engineering
MBA in Operations / Finance (Optional)
Six sigma green belt
ITIL / eTOM certification