Service Operation Centre (SOC) Transformation Business Analyst

Responsibilities:

- Responsible for roadmap research of Service Operations Centre
- Responsible for the development of NOC to SOC transformation plan, review of customer processes, incorporate and optimize designed processes of Service Operations Centre
- Design the Service Operations Centre to encompass service layer of eTOM model from platform and service perspective
- Elicit requirements using interviews, document analysis, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.
- Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details and distinguish user requests underlying true needs.
- Prepare and update design documentation
- Drive resolution of service performance issues through effective process measurement designs
- Sponsor best practices
- Provide training to service partners.

Requirement for candidates:

- At least 8-10 years experience in Telecoms/IT industry/environment
- Career background can be from Network Quality/Mobile Performance Departments;
- or IT Support Systems/Billing department, with extensive OSS and/or BSS operational experience
- Certifications in eTOM, SID, TAM, ITIL, Business Processes, CEM, etc. preferred