Sr. Officer-Fixed Data Product Development

Support product operations, analysis, documentation, and delivery coordination for fixed data services. Ensure smooth execution of enhancements, performance tracking, and stakeholder alignment to improve customer outcomes.

1. Product Operations Support

• Prepare and maintain product documentation, playbooks, and technical guides.
• Gather requirements for enhancements; support UAT and release notes.
• Monitor daily operations; coordinate issue resolution with cross-functional teams.
• Assist with pricing updates, quotation templates, and product catalog changes.
• Handle customer-specific configurations with engineering guidance.
• Maintain inventory, SKUs, and internal knowledge base accuracy.

1. Performance & Data Analysis

• Track revenue, usage, churn, SLA breaches; build weekly dashboards.
• Analyze trends and anomalies; propose improvement actions.
• Support monthly business reviews with data packs and insights.
• Validate sales pipeline and adoption trends for assigned products.
• Monitor competitor pricing and features; log gaps.
• Prepare insights reports for management decision-making.

1. Process Improvement & Delivery Coordination

• Coordinate with Delivery to reduce provisioning lead time and improve acceptance rate.
• Track order progress; escalate bottlenecks and update stakeholders.
• Support process automation (order handling, reporting, dashboarding).
• Document end-to-end process flows and keep them updated.
• Participate in UAT for CRM/OSS-BSS changes related to fixed data products.
• Ensure adherence to governance, compliance, and audit readiness.

1. Customer Case Handling (Escalation Support)

• Support resolution of technical/commercial escalations with Operations and Sales.
• Analyze outage impacts and root causes; track action items to closure.
• Coordinate special projects for high-value enterprise customers.
• Provide Level-2 support for Sales and Bid teams on product clarifications.
• Validate customer-specific configurations and documentation.
• Ensure tasks meet SLA and documentation standards.

1. Collaboration & Stakeholder Support

• Work closely with Sales, Delivery, Network, Billing, and Finance.
• Prepare training materials and onboarding content for new products.
• Participate in vendor meetings for capability alignment.
• Assist in internal audits, compliance checks, and regulatory submissions.
• Support tenders (RFP/RFQ) with product inputs and technical annexes.
• Coordinate with OEM/technology partners for solution readiness.