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AGM - Business Analyst

Job Req ID:  2605

Pune, IN

Function:  Technology/ IOT/Cloud

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.


Business Analyst Lead – Customer Service and Products

Job Level/ Designation


Function / Department

Corporate IT-Technology



Job Purpose

The Business Analyst Lead (Customer Service & Products) is accountable for driving the automation requirements primarily in areas of Customer Service & Products. He/she acts as bridge between business and the Technology-IT groups and is accountable for converting the business requirements into detailed technically feasible system requirements for large programs. He/she is responsible for collaborating across vendors, business & internal IT teams to perform the requirement elicitation and close the feasibility checks and impact assessments across the system landscape. He/she is also responsible for resolving issues across the internal and external teams if any for demand implementation. As a part of the role, he/she is required to ensure that only Minimal Viable Product (MVP) is taken ahead for all critical programs. He/She is the person who decided on the methodology to be adopted for implementation i.e Agile, One Box (VIL created delivery model). He/she stiches the e2e requirement from various business functions and also proposes a high system level solution approach around the agreed requirements to solution team. The role also involves leading and supervising a team of business analysts in area of Customer Service & Products, ensuring right feasibility and impact assessment across the functional and technology landscape for meeting the business requirements and subsequently formalizing them for taking the implementation ahead. He/she is required to ensure reviews of the deliverables managed by the team

Key Result Areas/Accountabilities

  • Requirement Analysis & Elicitation
    • Identify the right methodology for project execution and execute the projects across multiple methodologies, i.e. Agile, One-Box
    • Ensure implementation of Minimal Viable Product (MVP) with all the stakeholders for all demands with large and complex requirements
    • For large transformation program, conduct requirement elicitation and identify surround process impacts with business, IT & vendor teams primarily in the area of Customer Service and Products.
    • Supervise team to close on requirement analysis of all BAU demands in the area of Customer Service and Products and ensure high level of quality deliverable
    • Self and direct report should be able to handle more than 200+ demands in a year
    • Contribute to finalization of  right to-be processes in conjunction with business stakeholders
    • Work with business to identify, formalize and subsequently translate functional, non-functional, technical, integration & security requirements into requirement specifications. Ensure capture of Non-functional requirements covering  growth volumetric for building a right sized solution


  • Feasibility and impact Analysis, , identification of high level approach & transition of signed off requirements to E2E Solution Design Teams
    • For large transformation programs, conduct impact assessment on underlying systems and processes along with all stakeholders i.e. business, IT & vendor teams primarily in the area of Customer Service and Products.
    • Mapping the business requirements with systems and ensuring detailed feasibility of business automation needs with cross partner teams and SME’s
    • Ensure end to end feasibility check and impact assessment of business requirement across the partner and technology landscape and propose a remediation to ensure BAU in alignment with Solution design team
    • Identification of high level solution approach and recommend it to solution design team
    • Ensure prioritization of business requirements in co-ordination with Business stakeholders and Demand management teams


  • Transition of signed off requirements to E2E Solution Design Teams
    • Basis methodology types, involve solution design teams and application SME’s for quick closure of requirements and high level approach
    • Ensure signed off requirements are transitioned to E2E Solution Design & Application teams for identifying and implementing best fit solution
    • Work with Engagement Managers & E2E Solution Design team to propose proactive solutions to Business



  • Tracking vendor KPIs and its reporting to management
    • Ensure on-boarding the right set of vendor resources for requirement capture, concluding the impact and feasibility studies, and identification of high level solution approach
    • Ensure stringent tracking and right reporting of agreed KPIs by vendor teams in the area of Customer Service and Products, and its subsequent reporting to “Lead Business Analysts Group and Demand Governance/Budgeting”
    • Ensure that there are no delays from vendor end. In case of delays, escalate to “Lead Business Analysts Group and Demand Governance/Budgeting” to ensure time lines adherence of program delivery


  • Managing Business Analyst team members
    • Manage a team of business analysts in the area of Customer Service and Products
    • Ensure team delivers feasibility studies  & closes functional specs with Business sign offs in agreed TAT’s for demands in the area of Customer Service and Products
    • Constantly upgrade the competency levels of Business Analysts team – both internal and vendor, in the area of Customer Service and Products. Induct them into business processes, constantly monitor & enhance their performance

Core Competencies, Knowledge, Experience

  • Good knowledge of telecom domain - e2e business processes, OSS/BSS framework etc. especially in the area of Customer Service and Products
  • Prior experience of working with large IT setups preferably in Telecom covering multiple projects and transformation programs in multi-vendor scenario
  • Exceptional written and verbal communication skills and ability to present in wider forums for the purpose of requirement elaboration, approach discussions and expectation management

Must have technical / professional qualifications

  • Relevant understanding of Telecom – IT Domain at a functional role
  • Prior experience of doing Requirements Gathering, Feasibility Analysis & Functional/Application Design in Telecom domain using various methodologies. Ability to handle and resolve complex, ambiguous situations and identify right approach for resolution

Years of Experience

  • 11-15 Years of Experience in Domain (Telecom/IT/OEM ) with 5-7 experience in relevant role of Business Analyst
  • Industry Certification – CBAP preferred


Industries to look from

  • Telecom, Telecom – IT

Ideal Organizations to look from

  • Bharti, JIO, Infosys, Accenture, Tech Mahindra, Wipro, British Telecom, TCS, Tata Communications

Direct reports

  • Business Analyst working on demands in the area of Customer Service and Products


Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership