Senior SOC Transformation Consultant

JOB DESCRIPTION

- Responsible for SOC transformation portfolio plan
- Using customer experience consulting methodologies, eg: subjective survey, customer journey mapping, KBO-KBI-KPI metrics modelling, use case design review operator's customer experience management maturity and analyze gaps
- Prepare and update consulting delivery documentation
- Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details and distinguish user requests underlying true needs.
- Ability to communicate with CTO about SOC transformation

PROFESSIONAL RELATED WORKING EXPERIENCE

- Thorough understanding of operator's O&M organization
- Strong understanding of customer experience management
- Real SOC transformation case in operators
- At least 8-10 years experience in operators' environment or professional customer experience consulting firms
- With experience in O&M or Customer Care is in priority.
- Strong ability of development/innovation of new services/use cases.
- Familiar with M2M, Cloud service, BSS, Digital service etc.

QUALIFICATION REQUIREMENTS

Education: 4 year university degree in Telecommunications or Computer Engineering or Systems Engineering or marketing

Language Skills: English

COMPETENCIES

- Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
- Able to work independently with minimum supervision and is resourceful
- Ability to conduct cost/benefit analysis, modelling techniques and methods
- Self-motivated and ability to work under pressure
- Good interpersonal skills
- Reliability and strong organizational skills are a must
- Strong attention to detail
- Ability to prioritize multiple tasks to completion
- Exhibiting initiative in achieving company goals and objectives
- Good working attitude and analytical skills
- Proficient in Microsoft Office