Description
Name of Job Vacancy:
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