1.
Tell Me About Yourself
Hi, I’m AALEA THABASSUM, based in Bangalore. I have 5 years of experience in order
management as an analyst, having worked with companies like Accenture and Infosys. Through
these experiences, I’ve built a solid skill set in order processing, managing orders from initiation
to closure, order tracking, customer interaction, and maintaining Service Level Agreements
(SLAs).
2. Roles and Responsibilities: Self-Introduction
In my role as an Order Management Analyst, I’ve gained experience in various stages of the order
lifecycle. I’ve been responsible for processing orders, where I receive and review broadband
service requests from the Sales team. It’s important to me to ensure every order is complete and
accurate, from customer details to the technical specifications of the requested service.
A big part of my job has been order validation. I verify that each order aligns with the customer’s
needs and ensure the requested service can be supported by our network infrastructure. Whether
it’s confirming available resources like fiber ports or IP addresses, I make sure everything checks
out before we move forward.
I also focus heavily on customer management, making sure we’re always responsive to customer
queries and quickly resolving any issues related to order status, delays, or configuration errors. I
understand how frustrating delays can be, so I work diligently to resolve escalations and keep
customers informed.
When it comes to order fulfillment, I take responsibility for ensuring that every broadband service
order is successfully delivered within our agreed SLAs. I collaborate with cross-functional teams
like Network Operations and Technical Support to ensure we meet all technical and logistical
requirements.
Finally, I manage order tracking, where I keep a close eye on the progress of every order—making
sure it moves smoothly through the stages of validation, provisioning, and activation.
Overall, my role is all about ensuring that customers get the service they’ve requested on time and
with the quality they expect. And I’m constantly looking for ways to improve efficiency,
communication, and customer satisfaction.
3. Project: British Telecom
In my project with British Telecom, I was involved in order validation, where I verified service
feasibility and entered all order details into the CRM system. I was also responsible for
provisioning, ensuring that network resources were available for service delivery and that field
technicians were dispatched to assess installation feasibility.
The activation process was crucial, involving the setup of routers, modems, and ONT devices to
ensure the service went live. I also oversaw testing and verification to ensure service quality met
the required standards.
4. Service-Level Agreement (SLA) for British Telecom
• Broadband Services
o Order Fulfillment: 5–7 business days
o Fault Resolution: 2–3 business days (standard), 1 business day (critical)
o Service Activation: Within 1 business day after installation
• Mobile Plans
o Order Fulfillment: 2–3 business days
o Fault Resolution: 1 business day (network); Device-related issues depend on
manufacturer policies
• IoT Solutions
o Order Fulfillment: 7–10 business days
o Service Activation: 2–3 business days
o Fault Resolution: 3 business days (standard), 1–2 business days (critical)
• Cloud Services
o Order Fulfillment: 1–3 business days (basic), 7–10 business days (complex)
o Service Activation: Immediate or within 1 business day
o Fault Resolution: 1 business day (critical), 3 business days (standard)
5. General SLA Guidelines
• Order Updates: Real-time updates to customers at every key milestone (e.g., order
received, in progress, completed).
• Escalation Handling: If SLAs are missed, escalate the issue to higher priority with a revised
resolution time to meet customer expectations.
6. Scenarios and Resolutions
• Scenario 1: Order Delay Due to Resource Unavailability
o Cause: No available fiber ports in the OLT after order validation.
o Consequences: Order delay, customer complaints, escalations.
o Resolution: Inform the network team to check capacity or alternative routing. Notify
the customer with a resolution timeline and prioritize port expansion for future
orders.
• Scenario 2: Incorrect Order Details Leading to Activation Failure
o Cause: Incorrect address or service package details in the order.
o Consequences: Wrong installation location, service mismatch, order cancellation,
and delay in activation.
o Resolution: Implement a stricter order validation process, cross-check customer
address using geolocation tools, and have a quick modification process for
incorrect orders instead of complete cancellations.
7. Why Are You Planning to Leave Your Organization?
After working for 2 years in my current role, I feel that I have developed the skills needed for
personal and professional growth. I believe that joining HCL will provide me with an excellent
platform to enhance my abilities further and contribute to the company’s success.
8. Why Do You Want to Join HCL?
One of my friends who previously worked at HCL mentioned the great work environment and the
opportunity to gain industry-standard skills. I believe HCL’s dynamic work culture will help me grow
and further develop my skills while contributing to the company’s success.
