To lead, manage, enhance and ensure high-performance operation and development of critical business support systems including Customer Relationship Management (CRM) System, Provisioning & Activation Systems, SIM/eSIM Registration,
Porting, Product CatLog, Subscription Engine, Campaign Management, Revenue Assurance and Fraud Management Systems, Call Centre Solution, Enterprise Resource Planning (ERP), Retail Management Systems, etc.

Key Accountabilities and Decision Ownership
•Provide strategic direction for the continuous development, integration, and smooth
functioning of these systems to ensure the business operates efficiently, mitigates risks,
enhances customer satisfaction and protects revenue.
•Work with the Customer Operations, Revenue Assurance, Audit, Corporate Security, Finance,
Business Units and Technology functions to ensure that the systems align with organizational
goals, drive transformation, and provide a competitive edge in an ever-evolving business
landscape.
• Provide direction and leadership for CRM, Revenue Assurance, Fraud Management, SIM/eSIM registration platforms, Call Center solution, Subscription Engines, ERP and core BSS development and optimization.
• Collaborate with stakeholders to align system roadmaps with business goals and digital transformation.
• Evaluate emerging technologies to ensure systems are scalable, secure, and innovative.
• Lead and mentor a high-performing team of analysts, developers, and IT specialists.
• Ensure end-to-end delivery and management of IT BSS.
• Oversee development and maintenance partnerships for timely delivery.
• Design secure solutions in compliance with security standards.
• Ensure systems meet regulatory requirements for data privacy and risk management.
• Monitor system health, stability, and uptime, developing metrics for optimization and process improvements.
• Manage vendor relationships and performance, ensuring SLA compliance.
• Coordinate with vendors for integrations and system fixes.
• Ensure operational acceptance of applications post-deployment and provide internal support.
• Oversee system enhancements and ensure seamless integration with other enterprise applications.
• Identify and mitigate risks related to BSS operations, including cybersecurity threats and system          vulnerabilities.
• Develop disaster recovery and business continuity plans.
• Establish best practices for documentation, change management, and version control.
• Ownership of BSS development strategy, ensuring alignment with business goals.
• Authority to adopt emerging technologies and drive innovation initiatives.
• Decisions on team structure, performance management, and resource allocation.
• Authority to establish operational policies and practices that enhance system performance and compliance.
• Ownership of vendor selection, evaluation,
and performance management.
• Responsible for assessing and mitigating risks to BSS operations.
• Knowledge Management & Data Governance
• IT Performance management & reporting

Core Competencies, Knowledge, and Experience 
• Minimum 15 years’ experience in IT leadership roles, specifically within BSS in a Telecommunication or Technology context.
• Hands-on experience in leading BSS implementation projects, from requirement gathering to system deployment.
• Ability to develop and execute IT BSS strategies aligned with organizational goals.
• Proven track record in leading cross functional teams and driving initiatives.
• Background in working closely with marketing, sales, operations, and customer service teams to align BSS
initiatives with business objectives.
• Strong understanding of BSS technologies, including CRM, Revenue and Fraud Management systems, Call
Center solution, billing, order management, and service delivery systems.
• Familiarity with emerging technologies and trends in telecommunications.
• Expertise in managing multiple complex IT projects simultaneously, including planning, execution, and monitoring, and ensuring timely delivery and adherence to budget.
• Proficient in project management methodologies (Agile, Waterfall, etc.) and tools (e.g., JIRA, MS Project).
• Confident and flexible developer with ability to lead and adapt quickly to new software application technologies
and concepts including DevSecOps
• Specialist knowledge of key software development languages as Java EE, PHP, Python, and Java script variants
like JSON, Nodejs, Reactjs, Angularjs etc.
• Strong understanding of software design, data structures, algorithms, integration and deployment.
• Experience in building microservices and expose/consume both SOAP and Restful APIs.
• Strong database management (Oracle, MongoDB, Postgres, MySQL, etc)
• Advanced knowledge in development frameworks (like Laravel, spring boot, etc).
• Ability to use containerization concepts (Kubernetes, dockers etc)
• Lead code reviews and contribute to establishing coding standards.
• Participate in R&D initiatives to explore new technologies and methodologies.
• Familiar with Cloud Technologies, AWS, Oracle Cloud, Azure, Google Cloud, etc
• Ability to troubleshoot complex systems and identify root causes.
• Strong analytical skills to optimize performance and scalability of applications.
• Experience in budget management, cost control, and resource allocation.
• Ability to analyze financial impacts of technology investments.
• Excellent interpersonal skills to manage relationships with internal and external stakeholders.
• Proven ability to communicate effectively at all levels of the organization.
• Strong analytical skills to assess business needs and identify technology solutions.
• Ability to make informed decisions under pressure.
• Experience in leading organizational change initiatives, particularly in IT systems and processes.
• Ability to foster a culture of continuous improvement and adaptability.
• Track record of identifying inefficiencies in BSS processes and successfully implementing improvements.

Must have Technical / Professional Qualifications
• Master’s degree in computer science, Information Technology or related discipline.
• Proven track record in Application software development, maintenance, and operations of CRM/BSS systems.
• Strong understanding of CRM platforms, ERP, Revenue Assurance and Fraud Management systems, SIM/eSIM Registration, Product Subscription Engines and BSS solutions.
• Knowledge of application development methodologies (Agile, Scrum, Waterfall) and experience in managing software development life cycles (SDLC).
• Knowledge in database management systems (e.g., Oracle, SQL, Postgres, etc) and data modelling concepts.
• Strong leadership and team management abilities, with experience in leading cross-functional teams.
• Proven capability to mentor and develop team members.
• Ability to align technology initiatives with business goals and demonstrate ROI for IT investments.
• Experience in developing and implementing IT strategies that enhance business operations.
• Proficiency in project management methodologies and tools (e.g., PRINCE2, PMP).
• Strong organizational skills to manage multiple projects and priorities simultaneously.
• Strong analytical and problem-solving skills to identify issues and implement effective solutions.
• Experience in managing vendor relationships, contract negotiations, and service level agreements (SLAs).
• Commitment to continuous improvement and staying current with industry trends and technologies.
• Knowledge in IT Infrastructure, Linux, and Unix Operating Systems, etc.