Operations

RESPONSIBILITIES

• Provide pre-sales support including proposal preparation, provisioning, fault assurance, and client delivery timeline presentations.
• Work with stakeholders such that requirements are clearly defined, progress is reported, and expectations are managed.
• Responsible for establishment of schedule and management of project to completion including managing time (schedules / phases), cost (actual / budget), resources (internal and external) and content (milestones / targets).
• Create project management documentation, including policies and procedures, for delivery to client, implementation team, and other stakeholders.
• Act as the primary contact point for technical and problem solving support to the team as well as other groups invested in the project.
• Work with customer contacts to schedule and conduct site surveys.
• Direct all project staff including those under line control and matrix control.
• Implement project management best practices.
• Oversee customer and vendor activations.
• Responsible for submitting and collecting Customer Completion Forms.
• Troubleshoot fault, establish possible causation, and use web-based systems to report fault to suppliers.
• Monitor fault status and update customer and internal operations.
• Perform regular account review with customer and team to identify possible service needs.

 REQUIREMENTS

• Bachelor degree or equivalent experience.
• 5+ years of relevant experience.
• Documented success in delivering projects (time, cost, content and resources).
• Experience of working in the global telecommunications market.
• Excellent communications, analytical and problem solving skills.

Business Process Analyst — Telecom

Candidate must have a  proven track record of eliciting and articulating business requirements, data analysis and making data driven decisions, understanding policies and influencing policy changes where needed, optimizing and re-engineering business process, preferably on large scale programs which introduce significant change and operational implications. This role requires strong capabilities in stakeholder management, communication and leadership skills to ensure clarity around business requirements, solutions and negotiate compromises in alignment with overarching business objectives and future state vision.

Responsibilities:

• Define business needs and requirements for the respective roadmaps, including priorities
• Understand impacts to the organization and coordinate process changes that need to be defined, documented, implemented, and adopted
• Understand interdependencies with other programs, as well as upstream/downstream process touchpoints.
• Identify and Articulate impacts & make recommendations (short/long term) to Supplier and business stakeholders
• Review and approve key Supplier deliverables across the project lifecycle
• Utilizes a data driven approach and past system implementation experience to analyze problems and identify possible solutions
• Benchmark leading industry practices and apply innovative thinking to solve operational painpoints
• Apply CRM expertise in a consultative manner with operational stakeholders to enable them to capitalize on the business capabilities in production
• Ability to frame issues with the appropriate supporting data and influence at the Executive, individual contributor and peer level

Expertise:

• BA/BS degree, plus 8+ years-related experience in business analysis on projects
• In depth knowledge of the standard Project Lifecycle phases, tollgates, key deliverables, responsibilities
• A “team-oriented” personality that effectively balances a strong sense of urgency with exceptional interpersonal skills
• Experience working within a Global IPT, VOIP, SIP or CUCM environment a plus.

Program Manager

• Provides Customer Service support activities for major, named accounts with a focus on accurate and timely customer communication
• Coordinates escalations of customer issues with headquarters based Technical Assistance Center to ensure customer receives highly responsive attention to open issues *Assists with coordination of customer project-related activities focusing on the importance of these activities to achieve successful and timely project completion
• Conducts customer project related reviews and provides status updates to the customer in activities such as software upgrades, new product development, and problem resolution.
• Works closely with Sales, Sales Engineering, Business Development, and Engineering in planning new proposals, deployments, etc.

Experience/Qualifications:

• 8+ years of post-sales customer support experience in the data networking/telecoms industry
• Strong background in customer/project management *Strong background in and understanding of channel marketing
• Ability to work effectively in a team environment
• BSc in a technical discipline and extensive knowledge of some combination of IP, VoIP, protocols, routing, security and QoS