Lead – Provisioning, Audit & Compliances

The Lead Provisioning role is to ensure seamless provisioning for Mobility and broadband.

Key Responsibilities

1. Act as the single point of contact (SPOC) for all mobile provisioning-related requests (voice, Wifi, SIM activations, migrations, upgrades, and SI transfers).
2. Manage end-to-end provisioning workflows in line with SLAs and regulatory compliance.
3. Coordinate with network teams, IT, Central CE and partners to ensure timely and error-free provisioning.
4. Handle Inventory / SIM card life cycle management – allocations, activations, Non Rec deletions
5. Analyze and resolve provisioning failures, escalate issues when necessary, and ensure minimal service downtime for customers.
6. New product testing, IVR Testing, Journey Testing, Process Correction of new products and existing eCAF/Mitra /Thanks App Journeys.
7. Maintain updated documentation of provisioning processes, SOPs, and exception handling.
8. Support audit & compliance requirements related to subscriber activation and deactivation.
9. Provide reporting on provisioning performance, failure analysis, and process improvement initiatives.
10. Train and guide internal teams / D2C on provisioning processes and best practices.
11. Owner for ensuring error free provisioning of customer orders in all systems for Broadband & Air Fiber
12. Establish risk mitigation strategies to safeguard against potential challenges or disruptions
13. Ensure compliance with regulations & legal requirements
14. System reconciliation across CRM, Order Management, Billing, VTA, OSS, Network, GIS, Apps etc.
15. Identify bottlenecks in existing systems and proactively address the gaps through solution based approach
16. Proactively identify failures, work on solutioning & ensure operational & structural fix
17. Close looping of issues by performing & managing business UATs
18. Impact calculation post fix implementation by tracking Pre & Post deployment performance
19. Tracking issues and work with Product team to fix them structurally
20. Exception Identification, Closure within TAT & Eliminating Defects
21. ARP & other plan reconciliations – tracking of issues, bug closures & enhancements
22. Lead System Integrations & Migrations across systems & ensure seamless execution
23. Lead Digital First journey by driving system & process enhancements
24. Engage with cross functional team including Marketing, IT, Operations, Network, CE etc.
25. Single point of contact to manage internal & external audits for Broadband journeys

Key Skills & Competencies

1. Good understanding of telecom provisioning systems (HLR/HSS, CRM, Billing, Order Management systems, SIM Management tools).
2. Familiarity with mobile technologies (2G/3G/4G/5G), IMS & VoLTE provisioning.
3. Strong problem-solving & coordination skills.
4. Excellent communication skills for interaction with internal stakeholders and external partners
5. Ability to work under pressure and manage high-volume provisioning requests.
6. Knowledge of regulatory norms (eKYC, MNP, TRAI compliance in India) preferred.