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Lead – Provisioning, Audit
3 weeks ago
The Lead Provisioning role is to ensure seamless provisioning for Mobility and broadband.
Key Responsibilities
- Act as the single point of contact (SPOC) for all mobile provisioning-related requests (voice, Wifi, SIM activations, migrations, upgrades, and SI transfers).
- Manage end-to-end provisioning workflows in line with SLAs and regulatory compliance.
- Coordinate with network teams, IT, Central CE and partners to ensure timely and error-free provisioning.
- Handle Inventory / SIM card life cycle management – allocations, activations, Non Rec deletions
- Analyze and resolve provisioning failures, escalate issues when necessary, and ensure minimal service downtime for customers.
- New product testing, IVR Testing, Journey Testing, Process Correction of new products and existing eCAF/Mitra /Thanks App Journeys.
- Maintain updated documentation of provisioning processes, SOPs, and exception handling.
- Support audit & compliance requirements related to subscriber activation and deactivation.
- Provide reporting on provisioning performance, failure analysis, and process improvement initiatives.
- Train and guide internal teams / D2C on provisioning processes and best practices.
- Owner for ensuring error free provisioning of customer orders in all systems for Broadband & Air Fiber
- Establish risk mitigation strategies to safeguard against potential challenges or disruptions
- Ensure compliance with regulations & legal requirements
- System reconciliation across CRM, Order Management, Billing, VTA, OSS, Network, GIS, Apps etc.
- Identify bottlenecks in existing systems and proactively address the gaps through solution based approach
- Proactively identify failures, work on solutioning & ensure operational & structural fix
- Close looping of issues by performing & managing business UATs
- Impact calculation post fix implementation by tracking Pre & Post deployment performance
- Tracking issues and work with Product team to fix them structurally
- Exception Identification, Closure within TAT & Eliminating Defects
- ARP & other plan reconciliations – tracking of issues, bug closures & enhancements
- Lead System Integrations & Migrations across systems & ensure seamless execution
- Lead Digital First journey by driving system & process enhancements
- Engage with cross functional team including Marketing, IT, Operations, Network, CE etc.
- Single point of contact to manage internal & external audits for Broadband journeys
Key Skills & Competencies
- Good understanding of telecom provisioning systems (HLR/HSS, CRM, Billing, Order Management systems, SIM Management tools).
- Familiarity with mobile technologies (2G/3G/4G/5G), IMS & VoLTE provisioning.
- Strong problem-solving & coordination skills.
- Excellent communication skills for interaction with internal stakeholders and external partners
- Ability to work under pressure and manage high-volume provisioning requests.
- Knowledge of regulatory norms (eKYC, MNP, TRAI compliance in India) preferred.