Business Analyst - NetOps

Sangoma

Job Overview

Location

India Gate, New Delhi, India

Employment Type

Full-time

Work Arrangement

On-site

Sector

Information Technology & Software

Experience Level

Mid-level (3-5 years)

Application Deadline

June 24, 2026

About the Company

Sangoma is a leading provider of business communication solutions, offering a comprehensive suite of UCaaS, CCaaS, CPaaS, and Trunking technologies. Their enterprise-grade platform is designed for flexible deployment, whether in the cloud, hybrid, or on-premises environments. Beyond software, Sangoma also provides integrated managed connectivity, network, and security services, offering a holistic approach to business communication infrastructure. With over 40 years of experience, Sangoma is a trusted partner, serving over 100,000 customers and boasting 2.7 million UC seats. Their consistent recognition in the Gartner UCaaS Magic Quadrant underscores their commitment to innovation and excellence in the telecommunications industry.

Job Description

Sangoma is seeking a skilled Business Analyst to join our dynamic network monitoring solution (NetOps) team. This role is crucial for advancing our next-generation network operations and service assurance platform.

You will act as the primary liaison between business stakeholders, customers, network operations, and technical delivery teams. Your responsibilities will include gathering, analyzing, and documenting business and functional requirements, effectively translating operational needs into clear tasks for engineering teams.

The ideal candidate possesses strong analytical and communication abilities, coupled with a solid understanding of technology platforms, telecommunications services, and network operations processes. This is an opportunity to significantly impact business ROI and drive organizational growth.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

Requirements ElicitationDocumentationStakeholder ManagementUser StoriesAcceptance CriteriaProcess DocumentationAgile MethodologiesCommunication SkillsAnalytical SkillsProblem-SolvingJiraConfluenceAPIsIntegrationsDatabasesCloud PlatformsSoftware Delivery ProcessesUCaaSCCaaSSD-WANNetwork MonitoringIncident ManagementService AssuranceTopologyInventory ManagementFault Management

Key Responsibilities

Engage with internal stakeholders, customers, and operational teams to understand business challenges and opportunities.
Elicit, analyze, document, and validate business, functional, and non-functional requirements.
Translate business needs into clear user stories, process flows, acceptance criteria, and technical requirements.
Facilitate requirements workshops, interviews, and discovery sessions.
Ensure requirements are complete, traceable, and aligned with business objectives.
Document current and future-state operational processes.
Identify opportunities for automation, efficiency improvements, and service enhancements.
Support process redesign initiatives across service assurance, monitoring, provisioning, incident management, and customer experience functions.
Assist with defining KPIs, operational metrics, and reporting requirements.
Act as a liaison between Operations, Engineering, Product Management, Customer Success, and Leadership teams.
Collaborate closely with architects, developers, and technical leads to ensure requirements are properly understood and implemented.
Support solution reviews and participate in testing and validation activities.
Create and maintain user stories, epics, process documentation, and functional specifications.
Assist with backlog refinement and prioritization activities.
Participate in Agile ceremonies including sprint planning, reviews, and retrospectives.
Support User Acceptance Testing (UAT) and production rollout activities.

Qualifications

3+ years of experience as a Business Analyst, Systems Analyst, or related role.
Strong requirements elicitation, documentation, and stakeholder management skills.
Experience writing user stories, acceptance criteria, and process documentation.
Familiarity with Agile delivery methodologies.
Excellent verbal and written communication skills.
Strong analytical and problem-solving abilities.
Experience working with Jira, Confluence, or similar collaboration tools.
Experience within telecommunications, networking (EX: UCaaS, CCaaS, SD-WAN).
Understanding of network operations concepts including monitoring, incident management, service assurance, topology, inventory, or fault management.
Technical aptitude with APIs, integrations, databases, cloud platforms, or software delivery processes.

Benefits & Perks

Direct impact on company performance
Performance-based rewards
Opportunity to take on new challenges

How to Apply

To apply for this role, click the Apply button on this page and follow the instructions.

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The telecommunications sector is experiencing rapid expansion, driven by the demand for advanced network monitoring and service assurance. This role is pivotal in shaping the future of Sangoma's next-generation network operations platform. You will translate complex business needs into actionable technical requirements, focusing on areas like API integrations, cloud platforms, and data visualization. Your impact will directly influence operational efficiency and customer satisfaction, contributing significantly to the company's growth and ROI.