| |May 20198IT OPERATIONAL INSIGHTS CAN CONTRIBUTE NOTABLY TO VARIOUSBUSINESS METRICSBy Raj Shekhar Joshi, Head ( IT Operations ), Idea Cellular LimitedBeing a technology leader in large complex IT environments with unique combination of business leadership experience, revenue, P&L goals, Raj has run business operations, inside sales, strategy, alliances and biz dev in India and across countries. M ost well run large or g a n i z a t ion s are continuous-ly evaluating and implement-ing strategies to compete in the digital era by op-timizing current processes with digital workflows, implementing digital sales and service models and technologies like Blockchain, internet of things among others. However there remain signif-icant opportunities to reduce costs, enhance revenue and mit-igate risk by deeply evaluating existing processes within current or transitioning business models. The recent example being lack of integration between global money transfer systems and core banking system of a leading Bank which has led to severe potential liabilitiesat the door of the Bank. Though IT Operational teams are generally perceived as fo-cused at BAU goals, they can con-tinuously evaluate opportunities to enhance revenue, optimize business operational costs, re-duce friction for sales and service partners through IT Operational interventions, among may such possibilities. With Indian tele-com sector characterized with high competitive intensity in re-cent times, with one of the lowest tariffs globally, increasingly de-manding customers with telecom playing a very important in their lives and one of the most active regulatory regimes in world, it has been extremely imperative for operational teams to weed out inefficiencies in value chain and identify opportunities to legit-imately enhance revenue from operational insights.Telecom IT landscapes are significantly large, complex and dynamic with continual changes, new additions like digital offer-ings, customer experience man-agement applications, campaign management, service centre man-agement among others including upgrades to other large systems like Postpaid billing, analyt-ics, sales partner support, CRM, promotional offer execution en-gine, service fulfillment systems among others. Large TelcoIT Operations teams supports services to cus-tomers in range of 200 million and more, lakhs of sales and ser-vice partners including retailers, millions of prepaid recharges each day, thousands of call cen-tre agents, handling billions of records generated every day through customer telecom usage, ensuring billing and charging to customers,data analytics and re-porting, deliver thousands of pro-motional campaigns including to micro segments, advance an-alytics and last but not the least supporting 10000 plus users in-expert opinion
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