Hiring for Team Lead/ Process Lead (Telecom Expenses Management)- Bangalore

About the job

Job Details:

Designation: Team Lead/ Process Lead

Job Level: JL 4B

Shifts: Flexible to work with Rotational Shifts as per the US/ UK and Australia time zones

Work location: Bengaluru (Work from Office)

Experience: 4+ years

About Role:

ServiceNow

Note:

• Candidate should have the hands-on experience on Mobility, Order management / Telecom Expense management+ Mobility (MACD/ ICMD), Catalog management.

• Candidates have P2P experience in the Telecom domain along with team handling experience.

• Candidates with Telecom/Networking experience (e.g., Telecom Engineers) must have team handling experience and be willing to work in the Order Management team.

• Collect data and perform analysis of telecom billing, inventory and contractual information.

• Candidate should have the hands-on experience on Mobility, Order management / Telecom Expense management+ Mobility (MACD/ ICMD), Catalog management.

• Analyze telecommunications information including invoices, contracts, usage reports, inventory data and CSRs to determine expenses and savings that may be achieved.
• Compile Client Telecom Inventory, contract pricing, and invoice pricing.
• Perform detailed audits of telecom invoices to identify discrepancies and billing errors.
• Resolve escalated billing disputes and service issues.
• Design and implement telecom cost optimization strategies.
• Maintain accurate telecom inventory including mobile devices, lines, and services.
• Support IMACD requests: coordinate Installations, Moves, Adds, Changes, and Deletions.
• Oversee IMACD lifecycle and ensure compliance with governance policies.
• Use ServiceNow to manage service requests, incidents, and change tickets.
• Maintain accurate telecom inventory and Configuration Items (CI) in CMDB.
• Manage CI lifecycle and ensure CMDB accuracy and integrity.
• Track provisioning status and ensure timely execution of service orders.
• Support catalog updates for telecom services in ServiceNow or other client tools.
• Define and maintain telecom service catalog entries in ServiceNow.
• Assist in onboarding new vendors and updating vendor profiles.
• Drive new vendor setup processes including documentation, compliance checks, and system onboarding.
• Govern vendor performance and contract compliance.
• Assist in vendor management and service performance tracking.
• Lead strategic vendor negotiations and contract renewals.
• Support contract compliance and SLA monitoring.
• Collaborate with IT, Finance, Procurement, and Legal teams for integrated planning.
• Generate periodic reports and dashboards for internal & external stakeholders.
• Provide strategic insights and recommendations to leadership.
• Use TEM software tools for tracking and reporting.
• Support Configure and optimize ServiceNow & other process workflows for telecom-related
• Demonstrate high proficiency across a wide range of Telecom platforms related to Voice & Data Service, Cloud Services etc.,
• Manage relationships with TEM providers, carriers, and internal partners; System / Service issues and escalations; TEM / Carrier service reviews.
• knowledge of Mobile devices (Smartphones, iPhone/iPad, etc.), hardware/software, and general technologies,
• relationship management and collaboration skills in a global teamwork environment.
• Excellent Coordination skills: Extensive knowledge of cellular carrier management including managing mobile spending, data line and contract optimization, mobile device ordering, and device lifecycle management.
• Complete documentation of all critical aspects of the job SOPs, Technical Reference Documents, this includes revising existing documentation, creating new documentation, and integrating documentation with knowledge transfer.
• Maintain and oversee telecom invoicing across data, voice, and mobile domains, Work closely with 3rd party telecom vendors on all services
• Work with third party billing partners to resolve billing issues collaboration with Network team, and third-party billing management partner, to track MACDs.
• Daily Tasks Management: Collect data and perform analysis of telecom billing, inventory and contractual information.
• Analyze telecommunications information including invoices, contracts, usage reports, inventory data and CSRs to determine expenses and savings that may be achieved.
• Ensure audit requirements are met for specific contracts.
• Determine baseline cost factors.
• Determine compliance with existing services contracts.
• Conduct analysis to identify items for cost savings.
• Support the engineering, documentation and implementation of identified cost savings opportunities.
• Compile Client Telecom Inventory, contract and invoice validation.
• Assist Procurement in contract negotiations and Request for Proposals with telecom vendors.
• Maintain accurate up to date telecom inventories.
• Select, implement and integrate TEM automation.
• Reporting: Produce reporting and dashboards for Senior Management.
• Managing Quality & SLA Targets
• Representing team performance management
• Training & Support team

Qualifications:

• Minimum of Bachelor's Degree.

• Candidate should have the hands-on experience on Mobility, Order management / Telecom Expense management+ Mobility (MACD/ ICMD), Catalog management.

• Experience in the following areas related to Mobility Telecom Expense Management (TEM):

• Mobility Telecom Auditing;
• Mobility Telecom architecture;
• Mobility Carrier services;
• Mobility Carrier billing solutions ;
• Mobility TEM solutions; and/or
• Mobility Telecom accounts payables.
• Handling team management which includes People, Performance, attrition, Client and Inter governance, Quality control, SLA (Service level agreement) Management.
• assess strong data gathering and management skills.
• ITIL Certification is preferred
• ServiceNow (ITSM, CMDB, Catalog Management)
• Experience or Knowledge in TEM platforms (e.g., Tangoe, Calero, MDSL)
• Experience in carrier services, carrier billing solutions and TEM solutions.
• Experience in telecom auditing for careers and enterprise services.
• Possess basic knowledge of telecom architecture, TEM process re-engineering activities and/or telecom accounts payables activities.
• Basic knowledge of various telecommunication products and services.
• Basic understanding of telecom technology and/or billing systems; prefer previous experience with telecom contracts.
• Possess strong written and verbal communication skills. They should be comfortable in presenting ideas, articulating complex concepts clearly and effectively, and engaging in active discussions with team members and clients.

If interested, please share your

cs.elakiyadhevi@infosys.com

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Thanks & Regards,

Talent Acquisition Team

Infosys BPM Ltd