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Executive (CRM Demand Management)

4 weeks ago

Islamabad, Islamabad, Pakistan PTCLal Full time

ARE YOU READY TO RISE WITH PTCL GROUP

With our unwavering #ReadyToRise mindset, we have been recognized as an award-winning BEST PLACE TO WORK in the Telecom and Technology sector in Pakistan.

We are not just industry leaders; we are redefining excellence with groundbreaking solutions. PTCL Group stands out in the technology industry with its commitment to high-end innovation and leading the way in delivering integrated ICT and Cellular Network services in Pakistan, all rooted in our journey of Culture Transformation & Change Management.

PTCL Group actively cultivates an inclusive & diverse culture that values and uplifts every individual, regardless of their gender, social background, religion, belief, or disability.

PTCL Group Vision & Values:

With a clear vision to become the largest technology player and the national champion driving the digital transformation of Pakistan, PTCL Group is guided by a set of our unified core values:

  1. Be Resilient
  2. Think Big
  3. Win Every Battle
  4. Value Success

IN THIS ROLE YOU WILL

Be responsible for the O&M of Fiber network (Junction, Access, Corporate, Carrier and FTTH) in the Rawalpindi metropolitan area. The executive ensures the corrective maintenance including restoration of OFC cuts in the Rawalpindi area related to Junction, Access, Corporate, Carrier and FTTH Network. He also ensures issues related to feeder and distribution network and resolves low optical power issues at OLT, FDH and FAT level. He also ensures preventive maintenance of ODFs in Exchanges, FDHs and FAT/NAP and civil works for saving the OFCs.

IN THIS ROLE YOU WILL

The Executive (CRM Demand Management) oversees the end-to-end management of Requests for Change (RFCs) across CRM ecosystem ensuring seamless execution through configuration changes or development/customization as per the approved changed management process. This role bridges business needs from departments such as Commercial (B2C/B2B), Customer Care, Sales, Marketing, Billing Operations, and CRM Operations with technical implementation, maintaining system stability, compliance, and alignment with organizational goals.

HOW CAN YOU EXPRESS YOUR TALENT

RFC Lifecycle Management

  • Act as the central point for CRM RFC intake, prioritization, and routing across departments including Commercial, Customer Care, Sales, Marketing, CRM Operations and Billing Operations.
  • Classify RFCs based on urgency, business impact, and alignment with strategic objectives.

Technical Feasibility & Implementation Path

  • Assess whether RFCs require configuration changes or development/customization in Siebel CRM and integrated systems like Maximo Inventory Management, IL Provisioning, iWhalecloud CBS Billing system, ACE Integration Bus, Internal Portals, Corporate Websites and Mobile Apps, and BI Data Warehouse.
  • Collaborate with technical teams to validate effort, resource requirements, and system compatibility.
  • For development/customization-related RFCs, ensure the Functional Specification (FS) document is prepared with vendors or in-house development teams, capturing technical requirements, scope, and deliverables.
  • Collaborate with requesters (e.g., Commercial, Marketing) and operations teams to review and validate FS alignment with business needs.
  • Secure stakeholder sign-off to finalize ("lock") the FS before development begins.
  • Liaise with external vendors to negotiate effort estimates, timelines, and costs.
  • Arrange implementation of the RFCs with other relevant teams for configuration or software development, ensuring clear communication of requirements and SLAs.
  • Manage interdependencies between systems to prevent conflicts during simultaneous changes.
  • Coordinate UAT timelines ensuring alignment with business priorities and technical delivery schedules.
  • Collaborate with stakeholders (e.g., business requesters, operations teams, and vendors) to secure availability, resources, and testing environments.
  • Track UAT progress, resolve conflicts, and escalate bottlenecks to ensure timely completion.
  • Obtain Method of Procedure (MOP) documents from vendors or in-house development teams, ensuring they include detailed deployment steps, rollback plans, and risk mitigation strategies.
  • Validate MOPs with technical teams (e.g., Network Engineers, DevOps) and hand over to Application Operations (Ops) teams for review and seek deployment approval.
  • Collaborate with Ops teams to finalize deployment schedules, balancing business priorities (e.g., minimal customer impact) and technical constraints (e.g., maintenance windows).
  • Communicate approved deployment timelines to requesters (e.g., Commercial, Marketing) and impacted teams (e.g., Customer Care, Billing Ops).
  • Update stakeholders on deployment status and transition to post-implementation support.
  • Get closure confirmation from stakeholders and close the RFC on change management portal keeping track of all the stages/ statuses of an RFC.

Compliance & Governance

  • Ensure adherence to ITIL standards, internal change control policies, and regulatory requirements.
  • Maintain documentation of all RFCs, including approvals, implementation details, and post-deployment outcomes on change management portal.

Stakeholder Communication

  • Provide transparent updates to business teams on RFC status, risks, and timelines.
  • Resolve conflicts between departmental priorities and technical constraints.

WHAT YOU NEED TO BE SUCCESSFUL

Qualification:

  • Bachelor's/ Masters degree in IT, Telecommunications, or related field.
  • 1+ years in IT change management within telecom, with expertise in RFC processes.
  • Proven experience managing configuration changes and development/customization in systems such as Siebel CRM, Maximo, CBS Billing, and ACE Integration Bus.

Competencies:

  • Proficiency in telecom IT ecosystems, including provisioning, billing, CRM, and integration middleware.
  • Familiarity with ITIL frameworks, SDLC, and configuration management tools.
  • Strong analytical, communication, and stakeholder management abilities.
  • Ability to translate business requirements into technical execution plans.

PTCL Group's family-centric policies, offering 6-month maternity and 30-day paternity leave, along with a hybrid work model, redefine the workplace for a balanced and fulfilling career.

#ExpressYourTalent #ReadyToRise #TayyarHo

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