Senior Business Analyst — Broadband & CPE Platform

Tata Elxsi offers comprehensive services in Media and Communications, including research, strategy, design, software development, validation, and deployment. With global presence and deep expertise, we specialize in 5G services, Edge computing, and connectivity solutions. Key Responsibilities: Gather, analyse, document, and manage business and functional requirements across CPE management, WiFi operations, service assurance, and customer experience domains. Produce BRDs, FRSs, User Stories, Process Flows, Use Cases, and Acceptance Criteria to a delivery-ready standard. Conduct stakeholder workshops, requirement elicitation sessions, and review sign-offs with operator and delivery teams. Translate operational requirements into functional specifications for platform, integration, and automation delivery teams. Document current-state and future-state business processes covering: CPE onboarding and lifecycle, WiFi fault management, closed-loop remediation workflows, agent and NOC operational processes, and customer-facing service interactions. Define and baseline operational KPIs, SLA targets, and business success metrics; support UAT planning, execution, defect tracking, and business sign-offs. Support governance activities: status reporting, RAID management, change request assessment, and traceability between requirements and delivered capabilities. Required Skills & Experience Business Analysis Core 8+ years of Business Analysis experience, with a track record of delivering functional requirements in complex technology programmes. Expertise in: requirements elicitation, process mapping, user stories, functional specifications, acceptance criteria definition, and UAT coordination. Strong stakeholder management and workshop facilitation skills across technical and non-technical audiences. Experience with Agile/Scrum delivery methodologies. Broadband and Network Domain Knowledge Solid understanding of broadband service delivery and access network architecture: FTTH/FTTx, GPON/XGS-PON, subscriber provisioning, activation workflows. Functional awareness of: OLT/ONT, BRAS/BNG, DHCP, DNS, AAA - sufficient to interpret network events, service dependencies, and fault propagation in requirements discussions. Experience with Service Assurance, Fault Management, and Customer Care/Trouble Ticketing processes. CPE and WiFi Operations Working knowledge of CPE device management concepts - device onboarding, Zero Touch Provisioning, firmware lifecycle, configuration management, and remote diagnostics. Familiarity with TR-069 (CWMP) and TR-369 (USP) standards at a functional level - sufficient to document requirements for CPE management platform capabilities, diagnostics, and telemetry collection. Understanding of home WiFi operations: band steering, channel management, mesh networks, connected device visibility, WiFi fault classification, and customer-facing WiFi experience. Ability to document business rules for closed-loop automation workflows (Detect → Diagnose → Act → Verify), remediation tiers, and dispatch suppression logic. Operational KPIs Strong understanding of broadband operational KPIs: MTTR, MTTD, First Contact Resolution (FCR), Repeat Fault Rate, Truck Roll Rate, Device Health Metrics, and Customer Experience indicators. Tools: Jira, Confluence ServiceNow Microsoft Visio / Lucidchart Microsoft Office Suite Preferred Skills: Exposure to AI/ML or AIOps-enabled service assurance, predictive maintenance, or broadband analytics programmes - ability to engage with AI use cases at a functional requirements level is a strong advantage. Exposure to automation and digital transformation programmes in a broadband or telco context. OSS/BSS transformation experience (provisioning, inventory, trouble ticketing integration). Familiarity with ITIL service management processes. Qualifications: Bachelor's degree in Engineering, Telecommunications, Computer Science, IT, or related field. CBAP, PMI-PBA, Agile BA, Scrum, or SAFe certifications preferred. MBA is an advantage. Mandatory: Prior experience with Broadband Service Providers, ISPs, Fiber Network Operators, or Broadband/CPE Operations environments is non-negotiable.