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Lead Analyst Provisioning

5 months ago

Pune, India Sakon Full time

About Sakon:

We are one of the world’s top SaaS companies in our market, and a leader in managing enterprise communications services. Sakon has helped global enterprises organize, understand, and intelligently manage their communications and cloud services since 2003. Headquartered in Concord, Massachusetts, with a global delivery center based in Pune, India, the company has more than 600 employees. Our technology is used by some of the top systems integrators and outsourced services providers across the globe in transformational projects with CSPs, SIs, and ITOs such as IBM.



About the Job:

We are looking for a Lead Provisioner (Data and Voice Services) to join our team. The ideal candidate is a seasoned professional who has prior experience with successfully managing telecom Voice and Data circuit orders. Primary role is to initiate and manage the entire service delivery life cycle, to ensure timely and accurate installation of Telecommunications services. (order entry/initiation to service installation). Candidate should be passionate about developing further technical expertise and professional growth in this area of Telecommunications, and TEM.

As a Senior Provisioner, you will work directly with telecom carriers/vendors and clients on a day-to-day basis to initiate quotes for new services, place new service orders and manage the entirety of the service installation process, including coordination of testing and activation of the newly installed circuits.


General Responsibilities:


  • Respond to new service requests from our client(s), for MACD (Moves/Adds/Changes/Disconnects) activity, by preparing, initiating, and managing telecom orders with Carriers/vendors, while maintaining strict SLA (Service Level Agreement) timelines.
  • Responsible for the lifecycle of all telco vendor circuit orders by acting as a liaison between customer project managers, local contacts (LCONs) and telco Carriers/vendors, to provide timely and accurate status updates to relative parties as required.
  • Work closely with other project managers on large scale projects and deployments to meet customer’s unique requirements, as needed (when applicable).
  • Work with client POCs to obtain up-to-date and accurate information related to the service request (address, LCONs, demarc location, technical requirements) before placing orders with the Carrier/vendor.
  • Participate in regularly scheduled Carrier/vendor order status calls, to obtain detailed information and status regarding all orders being managed, which you will later present in both written and verbal form to our client, as required.
  • Coordinate with client POCs to schedule site visits, service installations, circuit turn-ups/activation and testing as required.
  • Communicate and escalate status and issues clearly and promptly. Follow-through communication on open carrier escalations and provisioning.
  • Updates within the Sakon software tools, as well as client facing tools, with order and quote statuses as the service deliver milestones are accomplished. Updates to be provided from the point of order submission to service activation.
  • Frequency of system updates are as defined within the associated SLAs (Service Level Agreements), and process driven SOP (Standard Operating Procedures) document(s)


Skills:

  • You will have a solid background in telecom provisioning and client facing support, as it relates to Service Delivery of Voice and Data telecom services.
  • Experience with initiation and management of telecom service order(s), MACDs (Moves, Adds, Changes and Disconnects) via software system, vendor portals, or other similar methods.
  • 3-5 years of relevant experience in telecom (Order Management, and/or Service Delivery).
  • Conceptual knowledge of MPLS/VoIP/SIP/TDM/Private Line, services required.
  • Ability to communicate professionally and effectively with clients and telecom Carriers/vendors via email, conference calls (Zoom, MS Teams, WebEx, etc.).
  • Organizational and time management skills are required to achieve company and team SLA’s.
  • Ability to prioritize deadlines and openly initiate communications with management team if deadlines appear to be at risk.
  • Comfortable working against deadlines while multi-tasking non-critical situations in a fast-paced environment.
  • Proficiency with MS Office especially Excel (SharePoint a plus).


Shift Timings:


  • Rotational Shift
  • 24/7 availability
  • Hybrid work environment (Scheduled in-person meetings/visits at Office)


How to apply:


If you are interested in applying for the above role, then please share your resume at "anuradha.dhal@sakon.com," mentioning "Lead Provisioner (Data and Voice Services)" as the subject line.