Key Responsibilities:

- Gather, analyse, document, and manage business and functional requirements across CPE management, WiFi operations, service assurance, and customer experience domains.
- Produce BRDs, FRSs, User Stories, Process Flows, Use Cases, and Acceptance Criteria to a delivery-ready standard.
- Conduct stakeholder workshops, requirement elicitation sessions, and review sign-offs with operator and delivery teams.
- Translate operational requirements into functional specifications for platform, integration, and automation delivery teams.
- Document current-state and future-state business processes covering: CPE onboarding and lifecycle, WiFi fault management, closed-loop remediation workflows, agent and NOC operational processes, and customer-facing service interactions.
- Define and baseline operational KPIs, SLA targets, and business success metrics; support UAT planning, execution, defect tracking, and business sign-offs.
- Support governance activities: status reporting, RAID management, change request assessment, and traceability between requirements and delivered capabilities.

Required Skills & Experience

Business Analysis Core

- 8+ years of Business Analysis experience, with a track record of delivering functional requirements in complex technology programmes.
- Expertise in: requirements elicitation, process mapping, user stories, functional specifications, acceptance criteria definition, and UAT coordination.
- Strong stakeholder management and workshop facilitation skills across technical and non-technical audiences.
- Experience with Agile/Scrum delivery methodologies.
- Broadband and Network Domain Knowledge
- Solid understanding of broadband service delivery and access network architecture: FTTH/FTTx, GPON/XGS-PON, subscriber provisioning, activation workflows.
- Functional awareness of: OLT/ONT, BRAS/BNG, DHCP, DNS, AAA — sufficient to interpret network events, service dependencies, and fault propagation in requirements discussions.




- Experience with Service Assurance, Fault Management, and Customer Care/Trouble Ticketing processes.
- CPE and WiFi Operations
- Working knowledge of CPE device management concepts — device onboarding, Zero Touch
- Provisioning, firmware lifecycle, configuration management, and remote diagnostics.
- Familiarity with TR-069 (CWMP) and TR-369 (USP) standards at a functional level — sufficient to document requirements for CPE management platform capabilities, diagnostics, and telemetry collection.
- Understanding of home WiFi operations: band steering, channel management, mesh networks, connected device visibility, WiFi fault classification, and customer-facing WiFi experience.
Ability to document business rules for closed-loop automation workflows (Detect Diagnose Act
- Verify), remediation tiers, and dispatch suppression logic.
- Operational KPIs
- Strong understanding of broadband operational KPIs: MTTR, MTTD, First Contact Resolution (FCR), Repeat Fault Rate, Truck Roll Rate, Device Health Metrics, and Customer Experience indicators.

Tools:

- Jira, Confluence
- ServiceNow
- Microsoft Visio / Lucidchart
- Microsoft Office Suite

Preferred Skills:

- Exposure to AI/ML or AIOps-enabled service assurance, predictive maintenance, or broadband analytics programmes — ability to engage with AI use cases at a functional requirements level is a strong advantage.
- Exposure to automation and digital transformation programmes in a broadband or telco context.
- OSS/BSS transformation experience (provisioning, inventory, trouble ticketing integration).
- Familiarity with ITIL service management processes.

Qualifications:

- Bachelor’s degree in Engineering, Telecommunications, Computer Science, IT, or related field.
- CBAP, PMI-PBA, Agile BA, Scrum, or Protected certifications preferred.
- MBA is an advantage.

Mandatory: Prior experience with Broadband Service Providers, ISPs, Fiber Network Operators, or Broadband/CPE Operations environments is non-negotiable.

📌 Senior Business Analyst — Broadband & CPE Platform (India)
🏢 Tata Elxsi
📍 India