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Principal, Product Demand Lead (Telecommunications)

Job description

  • Configuration Management - To perform complex operational tasks, service request fulfillment and process improvement as below. To plan and assist in prioritize marketing service request and maintain a product matrix. Work with vendor & internal business unit to maximize systems capability
    • Product, Rate Plan, Offer, Tariff configuration, Roaming Configuration
  • Plan, define and construct and implement request fulfillment processes for Billing Services. Ensures the efficiency and effectiveness of the request fulfillment processes.
  • Take part in SR forums and responsible to drive forecast and & prioritization of SR from business user.
  • Responsible in considering all resources required to deliver the service, and plans for short-, medium- and long-term business requirements
  • Monitor and control man effort spent for each service request in order to deliver optimum delivery on monthly basis.
  • Define and review test cases for each service request; responsible to validate, accept or reject test results.
  • Responsible to prioritize and track service requests related to product configuration and tariff changes.
  • To endorse and ensure service request adhere to change management flow prior to implementation.
  • Responsible to review the quality of the service request aligning with the business request objective
  • Responsible to drive internal configuration audit
  • Work closely with capacity and release management lead to ensure all resources required to deliver the business needs is align with capacity plan and mid + long term business needs.
  • Ensure all configurations are updated accordingly in CMDB and adherence to configuration management process.
  • Deliver services and deliverables according to SLA and processes. Ensure full compliance to company policies. Ensure systems are fully operational after any changes or activity in the systems. (Platform KPI monitoring, UAT, Testing, Technical walkthrough and End to End risk/impact analysis).
  • Preventive Maintenance - To execute configuration audit based on product matrix given periodically. Participate and support audit activities; execute preventive/corrective measures based on the audit results
  • Incident Management - To participate in war rooms by providing inputs from the product configuration for investigation perspective and able to support the troubleshooting efforts. Suggest or propose optimization strategy if applicable.
  • Change Management - To manage change for NGBSS and ensure all changes are adhere to company change management process. Participate and challenge in technical walkthrough. Ensure changes are delivered within timeline and with quality. Review test cases and ensure proper controls (not limited to financial control) are in place before change implementation.
  • Test Management - create and revise effective test case for service verification. Drive and implement configuration changes for production systems in the test bed, staging and production systems with minimum assistance the vendors. Ensure procedures are followed before rollout in production.
  • Festive and event based preparation - review, propose and improvise mitigation plan for billing value chain 1.5 months before the peak traffic. Monitor, prepare and execute contingencies during the events (plan activities, outages, festive and etc) and drive post incident analysis
  • Quality of work - Completed within agreed time frame and full comply & governs the standard of deliverables for all the assignments. Support OR activities for all the assigned projects.
  • Quantity of work - Delivers daily critical tasks or key projects for operation excellence & efficiency via automation. OR lead for minor projects
  • Initiative - to have 1 agreed for operational excellence per quarter and to coach/mentor 1 team member per year
  • Communications -Structure update with clear objective and message clearly delivered to the audience.
  • To contribute knowledge base, documentation of process and best practices, and conduct knowledge sharing session to build in house talents' competency

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