Service Design Engineer

Service Design Engineer

Qualified Service Design Engineer skilled in UNIFIED COMMUNICATION, Conferencing and Telepresence area required for Tier-1 Telecom Service provider to capture, deliver and deploy an OpCo integrated UNIFIED COMMS product/solution (FMC/IPT based) for enterprise customers in APAC and Europe.

KEY RESPONSIBILITY

TECHNICAL AND FUNCTIONAL REQUIREMENTS:

- Designed and documented L2, L3 and L4 process covering OSS/BSS Tools; people (Organizational roles), user guides (Work Instructions) and manual cost estimator for customer on-boarding, ordering and logistics, billing and in-life support for Connectivity Managed Services(CnMS)
- Identified all gaps in the existing operating model and suggested recommendations based on the analysis
- Experience in creating justifiable Business Cases/Creating test cases, test plans
- Produced and contributed in the all Gate deliverables for the preliminary gates, in line with the new product development - - Memorandum of Service Understanding, Conceptual Service Brief, Service Design Specification.
- Created a support model in line with ITIL processes, clearly describing the different lines of support, SLAs and OLAs both for internal documentation and external customer contracts
- Liaised with various teams via meetings to get requirements and inputs to various aspect of the project.
- Reviewed and provided feedbacks in the High Level Design (HLD) at each stage of the project to ensure that all the requirements are captured within the design
- Reviewed and provided feedbacks on the Business Requirement Specification (BRS)
- Contributed in the development of the Operational Readiness Testing (ORT) for the project
- Extensive experience using data cleansing techniques, Excel pivot tables, vloop-ups, filtering, formulas, and charts.
- Experienced user of Visio, PM, IRIS, Mock-ups, Smart sheet, ITIL, SparxEA, MS Project and Axure/Green hopper
- Experience of engaging with third party software vendors/Effective Stakeholder Management
- Good experience of implementation, service and solution design for Tier-1 service provider for Telecommunication in the area of enterprise solution, hosted unified communication solution and services
- Experience and Expertise in CISCO UNIFIED COMMUNICATION MANAGER, UNITY VOICEMAIL, PRESENCE & IM, CONTACT CENTRE, CISCO ICM, Cisco Telepresence, VERINT Call Recorder
- Proficient and Skilled on Telco Protocol - SIP, SIGTRAN, SS7, RTP, MGCP, H.248, Diameter, Radius, TCP/UDP. IPv4/IPv6
- Preferred Experience with Tier-1 Service Provider and premium Telco Vendor
- Experience in IN, VAS, IMS, IPTV, IPT, VOIP, Fixed and Mobile Telephony, FMC, Multimedia Recording, Conferencing - Video and Audio
- Experience in OSS/BSS and its integration/implementation in Live Network
- Experience in Billing Process - Rating Engine & Mediation Platform, Provisioning and reporting interfaces, integration of External Billing Feeds interfaces, Price Plan
- Performance Benchmarking
- Experience in Operational Readiness activities

The Service Design Engineer will be supporting and delivering the following activities for customer rollouts across geographies.

Deliverables shall include but not limited to:

Services Gap analysis including Target Operating Model impact

Memorandum of Service Engagement

Business Requirements Specification

Technical Requirements Specification

Concept Design Brief

Conceptual Models for Product rollouts and deployments across geographies - Commercial & Business Model, Network Integration Model, UC Features Model, Operational Model, Billing/Invoicing/Revenue Model, Customer On boarding and Migration Model, SLAs/ticketing model, CRM model, OSS/BSS model

Supplier Service Addendum

End-to-end process involved at various stages for Customer onboarding, product rollout, OpCo integration, Billing, operational readiness

Service Design Specification

OPEX Calculator changes/inclusions

Transition Pack

Operational Readiness Strategy

DELIVER HIGH QUALITY BUSINESS REQUIREMENTS AND PROCESSES OPTIMISED FOR BUSINESS VALUE.

Familiarise with and understand the business area being worked in.

Identify and manage from a business analysis perspective all key stakeholders needed to complete requirements or/and business processes.

Elicit requirements from all key stakeholders using appropriate techniques.

Conduct appropriate top-down approach to define business processes.

Analyse stakeholder input and optimise the business value, taking into account the range of input and constraints from across the business.

Represent and communicate business requirements and processes to ensure clarity and a smooth flow of information through the delivery life cycle, using appropriate mandated tools, techniques and guidelines.

Influence and control change to requirements throughout the delivery life cycle.

Design business change solutions, working collaboratively with impacted stakeholders, such that the business benefit can be realised.

Represent and communicate business design to ensure clarity and obtain buy in from impacted stakeholders

And business sponsors, using appropriate mandated tools, techniques and guidelines.

COMMUNICATION

Have excellent communications skills able to articulate complex issues clearly and effectively.

Maintain excellent relationships with internal customers, managing expectations and outcomes.

Build and maintain open relationships with Head of Domain, Heads of Functions etc., the team's customers, suppliers and peers

Actively seek and act on feedback for the team from team members, peers, senior managers, customers and suppliers

TRAVEL REQUIREMENTS

National and International level travel may be required occasionally in Europe and APAC