Telecom OSS Transformation Lead – Incident & Ticketing

Lead the transformation of the Incident and Trouble Ticketing ecosystem within the Telecom OSS landscape, driving operational efficiency, automation maturity, and measurable service performance improvements.Key ResponsibilitiesConduct structured assessment of current ticketing environment, including As-Is evaluation, gap analysis, and definition of To-Be operating model.Design and lead transformation roadmap for Incident and Trouble Ticketing modernization.Define MTTR reduction strategy, SLA performance improvement framework, and automation use cases.Integrate ticketing platform with Fault Management, Inventory, Change Management, and Field Operations.Establish KPI framework covering resolution efficiency, automation adoption, and service quality.Facilitate executive and NOC leadership workshops to drive alignment and decision-making.Required ExpertiseStrong Telecom OSS background with focus on Incident and Trouble Ticketing transformation.Hands‑on experience with BMC Remedy, BMC Helix, ServiceNow, Netcool, or equivalent enterprise platforms.Deep understanding of ITIL and TM Forum aligned frameworks.Proven advisory experience in large‑scale transformation engagements.This is an 18 months contract with potential for extension.#J-18808-Ljbffr