SME, Business /Operations Support System at Airtel

Bharti Airtel Limited is a leading global telecommunications company with operations in 20 countries across Asia and Africa. With headquarters in New Delhi, India, the company ranks amongst the top 5 mobile service providers globally in terms of subscribers. In India, the company's product offerings include 2G,3G and 4G services, fixed line, high speed broadband through DSL,IPTV, DTH, enterprise services including national & international long distance services to carriers. In the rest of the geographies, it offers 2G, 3G mobile services. Bharti Airtel had over 264 million customers across its operations at the end of July 2012.

We are seeking a highly skilled and experienced B/OSS (Business/Operations Support Systems) Subject Matter Expert to join our telecommunications team. The ideal candidate will provide technical leadership, strategic guidance, and hands-on expertise in B/OSS domains. This role is integral to the planning, implementation, integration, and optimization of our end-to-end B/OSS platforms, ensuring excellence in customer experience, operational efficiency, and support for new services.

The candidate will report to the Lead, IT Project Delivery

Responsibilities

Process/Policy Compliance

• Process and Policy design and reengineering, designing SOPs (Standard Operating Procedures) and check sheets, monitor and report process performance KPIs 
• Create interface & co-ordination to ensure compliance to policies, processes and procedures for the OPCO.
• Constantly engage with the Technology Functions (Networks & IT at Group and OpCo) to align the processes and closure of all open issues
• Serve as the primary expert on all B/OSS platforms, advising internal teams on best practices, industry trends, and solution optimization.

Improvement projects 

• Identify and drive projects for assigned function, both Business and Customer Impacting and revenue/cost impacting and Mentoring Project Teams, using lean and six sigma tools.
• Lead the analysis, design, deployment, and maintenance of B/OSS solutions, including order management, service provisioning, billing, CRM, inventory management, and network management systems.
• Conduct impact assessments, feasibility studies, and provide recommendations for B/OSS architecture improvements and digital transformation initiatives.
• Stay up-to-date on telecommunications industry developments, standards (such as TM Forum Framework, eTOM, SID), and emerging technologies (5G, IoT, cloud-native B/OSS).
• Support RFP preparation, vendor selection, and contract negotiation processes for new B/OSS tools and platforms
• Champion automation and digitalization projects, streamlining workflows and enabling self-service capabilities for internal and external customers.

Regulatory QoS interface management to ensure that all regulatory parameters are effectively tracked.

• Align with regulatory teams for all key QoS KPIs for Technology Functions (Networks & IT), ensuring compliance levels are tracked and measured.
• Ensure that Network & IT infrastructure and platforms are equipped and ready for the delivery of KPIs.
• Ensure effective process design with complete RCA and action plan for breaches and submission to the regulator
• Implement and lead Compliance, Audits and learning sharing for Network & IT Policies and Processes
• Ensuring effective implementation of Adherence to Regulatory QoS standards and requirements.

Effective Interface with Internal Assurance group team for close looping.

• Monitor, troubleshoot, and resolve B/OSS platform incidents and performance issues; ensuring root cause analysis and problem resolution.
• Effective engagement with the IA group team to define the audit and pain areas.
• Engaging within the OPCO to ensure the learnings of the audit findings from other OpCos are implemented as best practice, ensuring the reduction in the learning cycle.
• Effective implementation of the learning tracker and close looping for the OPCO
• Ensuring all the audit observations of the OpCos are effectively close looped. 
• Ensuring process gaps are identified and shared with Process owner/Function Head for implementation. 
• Ensuring technology gaps are identified and shared with relevant stakeholders for implementation
• Interface with Networks and Information Technology for audits and closures.

Qualifications

Educational Qualifications 

•  Bachelor’s/Masters degree in computer science, systems analysis or a related study.

Relevant Experience 

• 5-7 years of work experience on BSS/OSS design and delivery.
• Experience working in multi-vendor managed service IT operating model.
• Demonstrated experience in delivering projects in the B/OSS domain.
• Experience in redesigning and simplifying the products, services and processes.
• Experience with CRM, Mediation, Billing, Interconnect, Provisioning and number management, charging and customer experience systems.
• Experience with microservices, containerization, and cloud platforms
• Exposure to 5G, IoT, and new generation telecom services.
• Deep knowledge of B/OSS processes and their role in telco operations: order-to-cash, trouble-to-resolve, service fulfillment, assurance, and inventory management.
• Hands-on experience with major B/OSS vendor platforms (e.g., Amdocs, Ericsson, Netcracker, Huawei, Nokia).
• Experience in technical solution design, systems integration, API management, and data migration.
• Familiarity with modern delivery models (Agile, DevOps), automation, and cloud-native solutions.
• Exposure to 5G, IoT, and new generation telecom services.
• Familiarity with B/OSS standards. (ITIL, TOGAF, TMForum)

Method of Application