AGM – Quality Assurance

Role Title

System Support & UAT

Position No

32005728

Function

System Support & Migrations/ Customer Service – Corporate

Sub Function/ Vertical/ Department

Quality Assurance

Band

M2

Reports to Role (Position No)

System Support & UAT Lead

Location

Pune

Date of last update/approval

DD/MM/YYYY

1. Organisation Structure

Add/removes roles as required to capture the Organisation structure accurately

2. Job Purpose (In one or two sentences)

Ensuring all business requirements for postpaid & Prepaid ecosystem of applications like CPOS, SCRM, UPS, SWIFT etc. are accurately captured & appropriately defined in BRS with relevant NFRs & business justification; as well as front-face with all business community as part of stakeholder management. To perform timely UAT and speedy defect fixing for timely Go To Market efficiency.

3. Key Accountabilities / Key Result Areas (Max 5)

1. Demand Delivery:
   Quick uptake of demands raised and speedy progress and deployment of the same once FRS is ready.
   Timely tracking and escalation in case of delay
   Ensure clarity of business reqt. To avoid pitfalls in solution design and gaps at delivery
2. Testing – Demands & Project UAT
   Create appropriate test cases for UAT
   Timely communication & readiness of internal support team or/and UAT Partner agency (Q Degrees)
   Clear cut matrix definition of UAT complexity with scope of SPOC work to avoid bias/confusion
   Responsible for end to end UAT for Retail
3. Testing – Operations (Upgrade/ Infrastructure impact)
   Create appropriate test cases for UAT/ sanity, if & as recommended by IT Operations & Project team. These activities are operational exercises not involving any functionality impact for business or customer experience; hence not mandated for business UAT/sanity scope.
   Timely communication & readiness of circle UAT SPOCs or/and UAT Partner agency (Q Degrees)
   Clear cut matrix definition of UAT complexity with scope of SPOC work to avoid bias/confusion
4. Critical Care & Support – Post roll-out assistance/ hand-holding
   Post Go-Live support to circle CS teams as well as IT Operations to smoothen the roll-out experience.
5. Demand – UAT Tracker mgmt.
   Maintaining a comprehensive updated UAT checklist & tracker.

Publishing a weekly dashboard on the same for status update & flagging delays/ obstruction.
Supportive M.I.S. to be maintained for senior mgmt. presentations.

Periodic meeting with IT Demand team for update & review.

4. Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)

1. Core competencies – Project management, Vendor management, Demand management, BRS-FRS drafting & comprehension
2. Knowledge – Servicing platform, Billing system, Process understanding & Telecom business insights.
3. Experience – telecom operations of at-least 5-7 years; Transformation project experience in telecom of at-least 5-7 years, managing teams for at-least 4-5 years.
4. Technical / professional qualifications – PMP / MBA certification is an advantage.

5. Key Performance Indicators (Max 5)

1. Timely delivery of functionality ( as communicated at the time of Demand solution –delivery stage)
2. 100% closure of defects found at UAT
3. 100% cases covered during UAT
4. Timely sanity testing concluded
5. Minimal post Go-Live business disruption / escalation

6. Annual Budget Owned / Key Quantitative Parameters like Workforce managed etc.

N.A.

7. Risks, Challenges, Job Context (Short Description)

Key Risks/Challenges:

•             Managing Demand/Project scope & timelines, without allowing un-necessary delay due to red-tape.

•             Managing inter-dependencies of demands as well as other I.T. applications to ensure quality & timelines of the demand are not impacted.

•             Inter-linkages of different stages of same demand running in parallel and resource optimization plus scope overlap within the same demand are some critical aspects that need specific attention in managing this complexity of parallel work within the same demand/project.

•             Interact with business users of multiple functions for requirement clarity, solution-understanding, UAT coordination, status update as well as issue resolution post Go-Live.

•             Ensure that demands are properly understood, captured, analyzed, prioritized based on the business benefits and are complete with NFRs to avoid re-work and delay.

•             Interact with different IT and Partner teams to understand issues and road blocks in the Demand/Project/CR implementation and provide solution for taking the project forward.

•             Prioritize communication, user readiness, change management across demand team at all times, especially during delay.

8. Job purpose of Direct Reports & Dotted Reports

Direct Report / Dotted Report Position

Job Purpose

N.A.

N.A.