Description
Operations and Process Specialist
Department: Assurance & Managed Services Department
Job Description
Responsible for development of NOC to SOC transformation plan, review of customer processes, incorporate and optimize designed processes to operationalize Service Operations Centre
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.
Professional Related Working Experience
Thorough understanding of mobile service call flows, eg Voice call, SMS, prepaid and data services
Strong understanding of network KPIs in mobile network domain
Knowledge of subscriber complain process in the network domain in operators' environment
At least 8-10 years experience in operators' environment, preferably in network quality or mobile performance departments
Qualification Requirements
Education: 4 year university degree in Telecommunications or Computer Engineering or Systems Engineering
Language Skills: English & Chinese
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