VP-Head - Automation & Process Management

Function:Technology

Sub Function/ Vertical/ Department:SNOC

Location: Pune

1) Job Purpose:

SNOC is into Service Assurance and Fulfilment of Network Services PAN India. Complete operations is Process & Automation Driven considering the scale of operations.

Purpose of Automation and Process Management function is multi folds - To Optimally Design and Implement these processes in NGOSS/IT systems and further train the Engineers so that these Engineers in Circles & SNOC can use and adhere to these processes and Systems leading to better resource productivity and efficiency. Also to Identify Automation Systems & Methodologies from various industry forums for process Automation in SNOC by Ideation/Conceptualization, Cost Benefit analysis, PoC, RFP Preparation, Vendor Selection and E2E Execution/Delivery for BAU operations. Further ensure Compliance to the implemented processes by means of Audits & subsequently fine tune the systems to ensure compliance.

2) Key Accountabilities / Key Result Areas:

• Automation/Innovation/Digital Transformation - Explore latest trends in market and ideate to bring new solutions for increasing operational efficiency/effectiveness and eliminate manual processes (UCA, RPA, Workflows, AI, ML, Predictive Analytics, etc.). Includes performing Cost Benefit analysis, PoC & Use case identification, RFP Preparation and Vendor Selection
• Process Design and Implementation in Systems - Use of Business Analysis tools/techniques to understand user requirements, design processes, build logics/solutions & share the same to SIs for development, perform UAT, Training & handover to Operations for BAU across 3000+ Engineers across Circles & SNOC. Extensively use ITIL, eTOM, COBIT and similar industry standards/frameworks. Includes onboarding of new technologies – 4G/ VoLTE/ Wi-Fi, etc.
• Transformation/Transition programs - Use of consulting methodologies to perform AS-IS analysis, Gap analysis, To-Be operational model for managing various organizational changes (IDEA Integration, NOC consolidation, WFM, Field Operations roll out, GDC insourcing.)
• Compliance/Audits - Accountable for Implementing & achieving ISO 20000 (Service Management System) Certification which is critical for NOC operations. Drive for achieving ISO 20000K, SOX, TRAI/DoT Audits, etc.

3) Core Competencies, Knowledge, Experience, Technical / Professional Qualifications:

Core competencies, Knowledge and Experience

• 16-18 years of experience as Automation & Process Consultant to design, Implement & Automate processes (Service Assurance & Fulfilment). Flexible with years of experience as long as the person is hands on.
• Minimum 3-4 years experience as Solution Architect/Project Manager/Business Analyst in Next gen automation tools and techniques like RPA, AI, ML, Predictive Analytics, etc..
• Minimum 4-5 yrs hands on Operations experience working in NOC in one or more of these technologies Mobility/Transmission/ IP/Enterprise/IT
• Experience and Skills in Performing Process discovery(AS-IS Analysis), Gap analysis, and To-Be design for processes across Service Assurance & Fulfilment based on ITIL and eToM.
• Experience in building Business cases for strategic initiatives considering Technology + Commercial aspects
• Should be able to Contribute in Industry forums and also identify and Implement best practices prevailing in the industry
• Experience working on NGOSS products like Foresight TeMIP/Netcool , ServiceNow, , HPSM ,WFM,., SQM, APM, RPA, AI, ML, etc.. perform requirement gathering, solution/logic building and entire development life cycle
• Experience of Implementing one or more of ISO frameworks – ISO 20000, ISO 27000, SOX, etc..

Technical / Professional Qualifications

• MBA (Telecom/IT/Systems) – Preferred
• B.E /MTech/MS/MCA(Electronics & Telecom /Computer Science)- Must
• RPA certified Solution Architect/Developer in Blue Prism/Automation Anywhere/UiPath – Preferred
• ITIL Masters/Expert certified – Must
• eTOM certified - Preferred
• Sig Sigma Green/Black belt trained/certified - Must
• ISO 20000 Lead Auditor Certified - Preferred
• CBAP & PMP Trained/certified - Preferred 4) Key Performance Indicators:
• New Digital/Automation initiatives to raise productivity/efficiency
• Zero defects in Process Design & Implementation in NGOSS tools like SM/Remedy/WFM/OSM, etc.
• On Time Transformation/Transition with zero to minimum deviation
• Error free and on time new technology Integration in SNOC (like VoLTE, 4G, SSR, etc)
• Zero Non-Compliance in Audits 5) Annual Budget Owned / Key Quantitative Parameters like Workforce managed etc.
• 08 – FTEs
• Around 40 Developers of SI partners