We are seeking a Senior Business Analyst with mandatory Broadband/ISP domain experience to drive requirements, process transformation, and stakeholder alignment for broadband operations, service assurance, customer experience, automation, analytics, and AI-driven initiatives.
The role acts as the bridge between business stakeholders, broadband operations teams, and technology delivery teams, ensuring requirements are accurately captured, documented, validated, and delivered successfully.
Mandatory Requirement: Candidates must have prior experience working with Broadband Service Providers, ISPs, Fiber Network Operators, Broadband Operations, Service Assurance, OSS, or Customer Operations environments.
Required Skills & Experience
- 8+ years of Business Analysis experience.
- Mandatory Broadband/ISP domain experience.
- Valuable know how of:
- FTTH/FTTx and GPON/XGS-PON Networks
- OLT, ONT/ONU, BRAS/BNG Concepts
- DHCP, DNS, AAA
- Broadband Provisioning & Activation
- Service Assurance & Fault Management
- Customer Care & Trouble Ticketing Processes
- Wi-Fi and CPE Operations
- Knowledge of broadband operational KPIs:
- MTTR
- MTTD
- First Contact Resolution (FCR)
- Service Availability
- Repeat Fault Rate
- Truck Roll Rate
- Expertise in:
- Requirements Elicitation
- Process Mapping
- User Stories
- Functional Specifications
- Acceptance Criteria
- UAT Coordination
- Stakeholder Management
- Experience with Agile/Scrum delivery methodologies.