SME, Business /Operations Support System at Airtel

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)