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Responsible for leading and managing the planning, execution and support of Triage calls for Business Products Operations Team which supports BuSS and IoT vertical products (Thingspace Services and Smart Cities). Subject matter expert on Product launch platforms and for leading Triage calls and ...

Job Description


Responsible for leading and managing the planning, execution and support of Triage calls for Business Products Operations Team which supports BuSS and IoT vertical products (Thingspace Services and Smart Cities).

Subject matter expert on Product launch platforms and for leading Triage calls and ad-hoc trouble shooting calls to find resolutions for Products GTM enablement issues. Generate Monthly executive reports for Business Product launched and reconciled CV revenue vs forecast. Execution of large-scale process re-engineering and integration projects to streamline and increase scalability and efficiency of BuSS/M2M Product operations. 

Collaborate with Product Managers across BuSS and IoT verticals, PMO, finance, legal, customer care, BGCO, NRB, billing, network operations and IT on process design, requirement documentation, systems enhancement/integration, performance metric development, new process change management and customer issue resolution. 

Responsible for formulating and delivering end-to-end digital experience in line with strategic business objectives. Need unconventional thinkers and doers who can innovate and manage large-scale integration projects: 
• Lead cross-organizational discussions to identify root cause and resolve complex customer issues for Business Products 
• Develop process metrics to improve performance of BuSS/M2M operations. 
• Facilitate strategic discussions and brainstorm improvement opportunities with BuSS/M2M operational teams 
• Perform data analysis to identify root cause of operational issues. 
• Re-design existing processes to streamline M2M operations. 
• Develop workflow and process map diagrams to drive detailed requirements and discussions 
• Host requirement sessions with user communities and document detailed requirements in one or more of the following areas: sales operations, contracting, Vendor onboarding, Thingsapce platform integration with Omni Channels, TS-FOTA, Next Gen Partnerships, ThingSpace self-serve Product purchase, provisioning and activation of Products. 
• Interface with IT and PMO organizations to develop system enhancements 
• Manage delivery timeline to implement and streamline BuSS/M2M processes. 
• Manage activities to introduce new processes and systems to operations 
• Monitor process performance to drive improvement and ongoing process/system enhancements 

REQUIRED: 
• Bachelor's or Master’s Degree in technical field including CS/System Engineering 
• Analytical skills and experience in developing user stories, and data modeling 
• Demonstrated facilitation and project management capabilities with track record of accomplishing goals on deadline 
• Excellent written and verbal communication skills 
• Energetic and proactive with a strong sense of urgency 
• Strong multi-tasking skills with attention to detail 
• Ability to present complex ideas in simple terms and obtain buy-in from stakeholders 
• Ability to translate market/customer needs into well-conceived, cost effective solutions and proposals 
• Ability to write detailed user stories and integration requirements in JIRA environment. 
• Ability to effectively interact with all levels of management across various organizations 
• Technical aptitude with good understanding of IT, finance, contracting, onboarding, private network, revenue assurance, provisioning and device/network management processes