Quality Assurance Coach

Service Assurance

Skill: Service Assurance, Product SMEs, Process Designer Experience - 5 to 20 years Location - Across all Infosys DCs 1. Designing comprehensive end-to-end solutions that align with business objectives, architectural principles, and industry best practices like eTOM and ITIL. 2. Should have strong understanding and experience of end-to-end workflows in Telecom OSS area – Service assurance (FCAPS). Knowledge of BSS is a plus. 3. Solid experience in designing ITSM (Service Management), Network fault and performance monitoring, diagnostic solutions. 4. Ability to design end-to-end telecom service assurance solutions, complemented by working knowledge of industry-leading tools such as ServiceNOW, BMC, SMARTS, or SevOne to support solution integration and operational efficiency 5. Should be able to interact with business / product owners to understand the requirements, define user stories, and explain the same to technical teams. 6. Experience working in Agile/Scrum environments, including participation in sprint planning, daily stand-ups, and backlog refinement while exposure to tools like Confluence, JIRA for tracking, monitoring, reporting user stories / tickets is nice to have 7. Understanding Telecom B2B, B2C, B2B2C, MVNO, Wholesale and IOT customer segment is required. 8. Familiarity and experience of Consumer, Enterprise and Wholesale Telcom products and services. 9. Familiarity and understanding of IT architecture and experience with integration frameworks like ESB, SOAP/REST, APIs etc. 10. Experience in creating HLD and LLD documents Desired domain skills 1. Strong understanding of both traditional and modern telecom technologies, including but not limited to Voice (TDM, ISDN, SIP, VoIP), Data (MPLS, SD-WAN, Internet), Access Networks (Fiber, Wireless), and Unified Communication platforms. Exposure to Cloud-based communication services, Security protocols, and IoT connectivity will be a plus. 2. Familiarity with industry-standard telecom frameworks such as TM Forum's Open Digital Architecture (ODA), eTOM (Enhanced Telecom Operations Map), and SID (Shared Information/Data Model), TNA, ITIL, IEEE, etc.