High Demand Occupations and Career Opportunities. IT-BPM Industry

Transcription

1 High Demand Occupations and Career Opportunities IT-BPM Industry 2016

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3 High Demand Occupations and Career Opportunities IT-BPM Industry 2016

4 Copyright 2016 NASSCOM 4E-Vandana Building (4th Floor) 11, Tolstoy Marg, Connaught Place New Delhi , India T ; F E ssc@nasscom.in W Published by NASSCOM, New Delhi Disclaimer The Report includes projections, forecasts and other predictive statements which are based on assumptions and expectations in the light of currently available information. These projections and forecasts are based on industry trends, circumstances and factors which involve risks, variables and uncertainties. NASSCOM disclaims all warranties as to the accuracy, completeness or adequacy of such information. NASSCOM and/or its Affiliates and its officers, directors and employees including the analysts/authors/advisors shall not be in any way responsible for any direct, indirect, special or consequential damages that may arise to any person from any inadvertent error in the information or judgement or opinion contained in the report nor do they take guarantee or assume liability for any omissions of the information contained therein. The projections and forecasts described in this report should be evaluated keeping in mind the fact that these are not scientifically proven to guarantee certain intended results and are not published as a warranty and do not carry any evidentiary value. Opinions expressed therein are current opinion as of the date appearing on the report only. Data may be subject to update and correction without notice. Every effort has been made to trace the owners of the copyright material included in this Report. The material in this publication is copyrighted. Reproduction or dissemination, directly or indirectly, either on paper or on electronic media, of the research data and report in any form is prohibited except with the written permission of NASSCOM. The user should consult their own advisors before making use of any information or data contained in the report. The publishers would be grateful for any omissions brought to their notice for acknowledgement in future editions of the book. IV

5 Foreword IT-BPM is one of the sectors in the Indian economy where organized skill development and elevated quality standards of performance have the potential to significantly improve productivity and global competitiveness. To that end, IT-ITeS Sector Skills Council NASSCOM (SSC NASSCOM) is primarily concerned with enabling such development of a skilled workforce for the industry. One of the fundamental steps towards achieving this mandate is to codify and formalize industry-recognized qualification standards and national occupation standards. As the official standards-setting body for skilling relevant to the IT-BPM industry, SSC NASSCOM has brought together talent experts from the industry and academia to create the building blocks for job role frameworks, viz. National Occupational Standards (NOS) and Qualification Packs (QP). The standards are benchmarks of competent performance that individuals must achieve and have significant implications for quality at the workplace, and the industry at large. Given the rapidly changing nature of the jobs, it is critical to ensure that the standards established are updated and upgraded to reflect the shifting currents. This report identifies High Demand occupations in the industry at present, that is, areas of work in which talent demand by employers is expected to rise significantly over the next three years, and areas that expect to witness a shortage of in the supply of quality talent. The scope of this endeavour is to ensure that the standards corresponding to job roles within each these increasingly popular occupations have been updated through extensive consultations with leaders in the field from the industry and academia. The report summarizes the exercise and captures key particulars of the feedback received. We continue to be deeply committed to the mission of growth in the industry, and hope this report will provide meaningful insights into the emerging areas of talent demand in the IT-BPM industry. R.Chandrashekar President, NASSCOM High Demand Occupations & Career Opportunities V

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7 Acknowledgements We are grateful to Dr. BVR Mohan Reddy, Chairman, IT-ITeS Sector Skills Council NASSCOM, and Founder & Executive Chairman, Cyient Ltd., and Mr. R Chandrashekhar, President, NASSCOM for their strategic leadership and support towards this important endeavor. Our heartfelt thanks to NASSCOM members for their participation and insights during the industry feedback workshops, both of which have been critical to this effort. We extend our thanks to the members of the Project Board, Mr. Anil Menon at CMS, Mr. Arjun Raghunathan at HCL Technologies, Mr. Sameer Kohli at CSC, Mr. Srikantan Moorthy at Infosys, and Mr. Vidyut Navelkar at TCS, for their input and guidance. We are also grateful for the complementary support and insights provided by the NASSCOM Research team, including Sangeeta Gupta, Achyuta Ghosh, Diksha Nerurkar and Nirmala Balakrishnan, as well as the regional teams for their support in conducting the workshops. We thank the Deloitte Project team consisting of Mr. Anindya Mallick, Mr. Mohammed Shariff, Mr. Arvind B., Mr. S Badrinarayanan and Ms. Neha Yadav for conducting the research and putting this report together. High Demand Occupations & Career Opportunities VII

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9 Contents Foreword Acknowledgements III V Executive Summary 1 1. Identification of High Demand Occupation: Approach and Methodology Identification of High Demand occupations NOS Mapping Parts of NOS Summary of change in NOS Summary of geographic and sub sector coverage 9 2. Business Process Management Identified High Demand Occupations TAT Workshops Participation, Feedback and Validation NOS Mapping Summary of change in NOS TAT Workshop Feedback IT Services Identified High Demand Occupations TAT Workshops Participation, Feedback and Validation NOS Mapping Summary of change in NOS TAT Workshop Feedback Engineering and R&D Identified High Demand Occupations TAT Workshops Participation, Feedback and Validation NOS Mapping Summary of change in NOS TAT Workshop Feedback SPD Software Product Development Identified High Demand Occupations TAT Workshops Participation, Feedback and Validation NOS Mapping Summary of change in NOS TAT Workshop Feedback 52 Annexures 56 Annexure A: Workshop Schedule 56 Annexure B: Summary of change in NOS 56 List of Abbreviations 61 High Demand Occupations & Career Opportunities IX

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11 Executive Summary As the standard setting body of the industry, SSC NASSCOM developed National Occupational Standards (NOS) for the industry. NOS are benchmarks of competent performance that individuals must achieve when carrying out functions in the workplace. Globally, OS act as a foundation of skill development initiatives for industries and academia. A NOS essentially describes what individuals need to do, know and understand in order to carry out a particular job role. It is the performance standard the individuals must achieve when carrying out functions in a workplace, together with specifications of the underpinning knowledge and understanding. SSC NASSCOM has completed a mapping of more than 517 job roles in the industry with career paths defined from entry level to department heads / CXOs and created standards for 74 entry level job roles, known as Qualification Packs (QPs), which define the requisite activities expected to be performed on the job along with the skills, knowledge and understanding needed to carry out the role effectively. Given the rapidly changing nature of the jobs, it is critical to maintain the relevance of the existing qualification packs with reference to various job roles in the sector. It is therefore vital to update the existing Entry Qualification Packs (QPs) for IT-ITeS industry with the industry feedback so that they are concurrent with the broad industry trends. SSC NASSCOM has planned that the 74 entry level job roles that are part of 43 occupations will be updated periodically. The current report focuses on 10 High Demand Occupations in the industry at present, that is, areas of work in which talent demand by employers is expected to be significant over the next three years. BPM ITS Occupations Customer Relationship Management (CRM) Analytics Finance and Accounting (F&A) Application Development Data Scientists Associate - Customer Care (Non-voice), Associate CRM Associate - Analytics Associate - Transactional F&A, Associate - F&A Complex Software Developer, UI Developer, Web Developer, Media Developer, Technical Writer, Language Translator Junior Data Associate Job Roles Information Security Security Analyst ERD SPD Software Development Product Lifecycle Management Testing and Quality Assurance Product Development and Delivery Software Engineer Engineer PLM Test Engineer, QA Engineer Software Developer, Media Developer High Demand Occupations & Career Opportunities 1

12 The report also provides an understanding of the changes and updates to the occupation and career maps across all sub-sectors and occupations within the industry. This activity of collation of feedback towards changes and updates made to the Qualification Packs of the High Demand Occupations and the occupational and career maps was conducted through a series of workshops. Location Sub Sector Company Participation Total These workshops were a key source to collect feedback from various industry players on the BPM ITS ER&D SPD emerging trends with respect to Delhi talent demand within the IT-BPM Bangalore industry and updating the career Hyderabad maps and qualification packs with the current industry trends. Mumbai workshops were conducted in Kolkata locations and the workshops Pune largely saw representation of the senior management from Chennai companies like Vice President Total Human Resources, Leads- Talent Acquisition, Recruitment Specialist, Training and Development Manager who play a key role in hiring and have an understanding of the industry demand. The workshop also saw participation from the identified Top 20 1 IT-BPM companies namely Accenture, Aegis Ltd., Capgemini, Cognizant, Cyient, Genpact, Tata Consultancy Services, Tech Mahindra and Wipro. 1 Top 20 IT-BPM companies were defined on the basis of revenues and employee hiring 2

13 1. Identification of High Demand Occupation: Approach and Methodology The National Skill Development Corporation (NSDC) identified IT-ITeS sector as one of the sectors where planned skill development with consistent standards of performance is required to improve productivity as well as efficiency. In order to address the skilling needs of the industry, NASSCOM, with the support of National Skill Development Corporation, established the IT-ITeS Sector Skills Council NASSCOM (SSC NASSCOM) in 2012 with a mandate of being the standard setting and certifying body for skill training. As the standard setting body of the industry, SSC NASSCOM developed National Occupational Standards (NOS) for the industry. NOS are benchmarks of competent performance that individuals must achieve when carrying out functions in the workplace. Globally, OS act as a foundation of skill development initiatives for industries and academia. OS will ensure that the industry follows a defined set of standards for all job roles that exist in the constituent sub-sectors. NOS describes the performance standards the individuals must achieve when carrying out functions in a workplace, together with specifications of the underpinning knowledge and understanding. National Occupational Standards (NOS) Qualification Pack (QP) Occupational Maps Business Verticals Career Maps Occupational Standards (OS) specify the standards of performance an individual must achieve when carrying out a function in the workplace, together with the knowledge and understanding they need to meet that standard consistently. Occupational Standards are applicable both in the Indian and global contexts. NOS are Occupational Standards which apply uniquely in the Indian context. Qualifications Pack comprises the set of OS, together with the educational, training and other criteria required to perform a job role. A Qualifications Pack is assigned a unique qualification pack code. For e.g. the QP of a software developer under SDP is a collection of five OS pertaining to software code development, work management, data documentation, team work, maintaining a healthy work environment & building competence An Occupational Map describes the key characteristics of a sector and subsector highlighting the types of occupations, unique job roles, and career paths. Occupational Mapping helps in identification of unique job roles that exist in the industry in each sub-sector A Business Vertical may exist within a sub-sector representing different domain areas or the client industries served by the industry. Here the business verticals refer to the different industries served by the four different sub-sectors of the IT- BPM sector Career Maps provides give an overall view of the organizational structure across various roles - starting from the entry level to the leadership level. For e.g. the career map for the occupation of data scientist starts with junior data associate at the entry level, moves to assistant and senior data scientist in the middle level and goes further up to lead data scientist, domain lead and Head of the company at the leadership level Figure 1: Definitions of Key Terms High Demand Occupations & Career Opportunities 3

14 Subject matter experts across the 4 sub-sectors (IT services, Software Products, Engineering and R&D and Business Process Management) specified the standards of performance they expected people to have at entry level roles and the knowledge and skills required. This process was carried out during workshops around the country. Their feedback has been used to develop these OS and associated Qualification Packs (QP) which are the benchmark of skilled performance that individuals must achieve and have significant implications for quality at the workplace, and the industry at large 2. The SSC has since completed a mapping of more than 517 job roles in the industry with career paths defined from entry level to department heads / CXOs. It has also created standards for 74 entry level job roles, known as Qualification Packs (QPs), which define the requisite activities expected to be performed on the job along with the skills, knowledge and understanding needed to carry out the role effectively. These QPs serve as the standard for creation and implementation of skill training activities which will help make the SSC certified workforce relevant and employable. SSC NASSCOM s efforts in getting more and more educational institutes to provide courses which are QP aligned as well as the SSC certified workforce getting created has led to a rise in employability amongst the students through both traditional degree programs as well as vocational training. Given the rapidly changing nature of the jobs, it is critical to maintain the relevance of the existing qualification packs with reference to various job roles in the sector. It is therefore vital to update the existing Entry Qualification Packs (QPs) for IT-ITeS industry with the industry feedback so that they are concurrent with the broad industry trends. SSC NASSCOM has planned that 74 job roles that are part of 43 occupations will be updated periodically. 1.1 Identification of High Demand occupations The current report focuses on 10 High Demand Occupations in the industry at present, that is, areas of work in which talent demand by employers is expected to be significant over the next three years. The methodology undertaken to identify the High Demand Occupations is provided below: Inputs from SSC NASSCOM & Secondary Research Initial list of High Demand occupations was shortlisted through secondary research and interactions with SSC NASSCOM 3 2 Finalization at Workshops List of 10 High Demand occupations was finalized by collecting inputs at 15 workshops conducted across 7 locations with participation from 132 IT-BPM companies Online Survey Responses were received from about 44 companies who participated in the online survey and a list of 15 occupations was prepared 2 SSC NASSCOM feedback form 4

15 Further, in order to validate the High Demand Occupations Industry consultations through Talent Acquisition and Transformation (TAT) workshops were conducted. For the finalised High Demand Occupations, the validation and updating of new QP s was done through workshops conducted by NASSCOM/SSC NASSCOM. This was part of an annual program where about 15 workshops were conducted across the 4 sub sectors of the IT-BPM industry. BPM ITS Occupations Customer Relationship Management (CRM) Analytics Finance and Accounting (F&A) Application Development Data Scientists Associate - Customer Care (Non-voice), Associate CRM Associate - Analytics Associate - Transactional F&A, Associate - F&A Complex Software Developer, UI Developer, Web Developer, Media Developer, Technical Writer, Language Translator Junior Data Associate Job Roles Information Security Security Analyst ERD SPD Software Development Product Lifecycle Management Testing and Quality Assurance Product Development and Delivery Software Engineer Engineer PLM Test Engineer, QA Engineer Software Developer, Media Developer Figure 2: High Demand Occupations Identified For each of the identified occupations, a mapping of all relevant NOSs was conducted and feedback was collected at the NOS level for both Generic and Technical NOSs Generic NOS Generic NOS specify standards of performance for generic skills which are a group of skills that are key to learning and working in today's world. These skills are typically needed in any work environment. In the context of the OS, these include communication related skills that are applicable to most job roles Technical NOS Technical NOS specify standards of performance for technical skills which focus on specific knowledge needed to accomplish specific designated responsibilities. In the context of the OS for e.g., a technical NOS for a software developer may specify standards of performance to develop a software code as per specifications provided Figure 3: Definitions of Types of NOS High Demand Occupations & Career Opportunities 5

16 1.2 NOS Mapping According to the NASSCOM Guidelines for QP/NOS, NOS describe what individuals need to do, know and understand in order to carry out a particular job role or function. NOS are performance standards that individuals must achieve when carrying out functions in the workplace, together with specifications of the underpinning knowledge and understanding. Table 1 : NOS Mapping Occupation CRM Analytic QP ---> Associate Customer Care (NV) Associate CRM Associate Analytics NOS N 3003 Y N 9001 Y Y Y N 9002 Y Y Y N 9003 Y Y Y N 9004 Y Y Y N 9005 Y Y Y N 2308 Y N 3001 Y N 3002 Y N 0703 Y N 2101 Y 1.3 Parts of NOS Every NOS has three main parts to it, namely: 1. Performance Criteria (PC) with respect to the scope of the NOS 2. Knowledge & Understanding (K) 3. Skills (S) Performance Criteria (PC) w.r.t. the scope Figure 4: Performance Criteria To be competent, you must be able to: PC1. establish the objectives and scope of research and analysis PC2. obtain guidance from appropriate people within your organization to refine the research and analysis approach and methodology PC3. obtain data/information from your organization s knowledge base and published reports to understand overall market/industry trends Performance Criteria: Performance Criteria are statements that together specify the standard of performance required when carrying out a task. Each of these performance criteria have an easement weightage assigned to them split between theory and practical skills. 6

17 Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company/ organization and its processes) B. Technical Knowledge You need to know and understand: KA1. your organization s policies, procedures and priorities for conducting research and market analysis for products and your role in applying these KA2. the purpose and aims of any research and analysis you are undertaking KA3. the scope of work to be carried out and the importance of keeping within these boundaries KA4. your organization s knowledge base and how to access documents and information from this KA5. standard templates and tools available and how to use these KA6. market developments and competitive practices within the sector KA7. how to obtain, analyze and use feedback to improve your data/information KA8. who to obtain guidance and feedback from when refining your data/information You need to know and understand: KB1. different processes involved in collecting effective data/information KB2. the importance of recording data/information accurately for research and analysis KB3. how to carry out rule-based analysis on data/information KB4. different methods used to interpret the market/industry trends and how to select the methods best suited to the work being carried out KB5. the importance of validating data/information before use and how to do this KB6. how to present research and analysis in a structured way KB7. current practice in conducting market research and analysis Figure 5: Knowledge & Understanding Knowledge & Understanding Knowledge and Understanding are statements which together specify the technical, generic, professional and organisational specific knowledge that an individual needs in order to perform to the required standard. Skills (S) A. Core Skills/ Generic Skills Writing Skills You need to know and understand how to: SA1. complete accurate well written work with attention to detail Reading Skills B. Professional Skills Decision Making You need to know and understand how to: SA2. Read instructions, guidelines, procedures, rules and service level agreements Oral communication (Listening and Speaking skills) You need to know and understand how to: SA3. Listen effectively and orally communicate information accurately You need to know and understand how to: SB1. follow rule-based decision-making processes SB2. make decisions on suitable courses of action Figure 6: Skills Skills: TThere are three heads under which all the skills are classified for each NOS, namely Core/ Generic skills, Professional Skills and Technical skills. These are further broken down to tasks that an individual is expected to perform if he/she has been certified in a particular job role (QP) which includes the respective NOS. High Demand Occupations & Career Opportunities 7

18 1.4 Summary of change in NOS If there is a change in a QP, version number will be revised. The description of changes is as follows New QP Addition/Deletion of one or more NOSs Addition / Deletion of more than 20% (> 2 of 10) Performance Criteria (PC) in a NOS* Addition / Deletion of up to 20% (<= 2 of 10) Performance Criteria (PC) in a NOS* Editorial Change *Splitting or merging of existing Performance Criteria without affecting the overall essence of the expected outcome is not to be considered as addition / deletion 1.5 Summary of geographic and sub sector coverage The industry consultations were held across India for the ITS, BPM, SPD and ER&D sub-sectors. The invites for the participation were sent by SSC NASSCOM and the TAT workshops were facilitated by both SSC NASSCOM and Deloitte. The table below gives a summary of workshops held across India. Table 2 : Sub-sector wise company participation Location Sub Sector Company Participation Total BPM ITS ER&D SPD Delhi Bangalore Hyderabad Mumbai Kolkata 7 7 Pune Chennai Total The IT-BPM industry consists of about 16,000 companies (As per Fact Sheet published by Department of Electronics and Information Technology, Ministry of Communication and IT). With a 95% confidence level and 10% confidence interval for a population size of 16,000, the sample size calculated is 95. The TAT workshops saw participation of 132 companies across the locations. Therefore, it can be said that the companies which participated in the workshops are representative of the IT-BPM industry. The workshops saw representation of senior management like Vice President Human Resources, Leads- Talent Acquisition, Recruitment Specialist, Training and Development Manager who would have an understanding of the estimated hiring in the IT-BPM industry in the future. The workshops were a key source to collect feedback from various industry players on the emerging trends with respect to talent demand within the IT-BPM industry and updating the qualification packs with the current industry trends. The process flow followed for the TAT workshops by SSC NASSCOM and Deloitte is given in Figure 7: 8

19 Mailers with registration link sent out to all companies Follow-ups for confirmation of participation Documents for the relevant sub-sector to be sent to participants before the workshop Thank you Mailers sent out to all participants by SSC NASSCOM Minutes of the Meeting noted by Deloitte and shared with SSC NASSCOM Editable versions of the QPs and Career Maps shared with participants requesting for feedback Follow up with participants requesting for feedback Feedback Collation Figure 7: Process Flow Further, based on secondary research and NASSCOM ranked Top 20 companies, IT companies were segregated into three groups: i) Top 20 ii) Top iii) Top The companies were ranked based on the revenues and employee base. Indian IT industry has more 16,000 registered companies in the sector across GIC, MNC and SME categories as of Concentration Ratio in the IT-BPM industry is very high with 11 players contributing to more than 40% of the revenue. High Demand Occupations & Career Opportunities 9

20 2. Business Process Management (BPM) 2.1 Identified High Demand Occupations The following are the Identified High Demand occupations under the BPM sector from Industry Consultations through Talent Acquisitions and Transformation (TAT) Workshops. Customer Relationship Management (CRM) Analytics Editorial and Desktop Publishing (DTP) Finance and Accounting (F&A) Health Services Human Resource Outsourcing (HRO) Knowledge Services - Research Associate - Customer Care (Non-voice), Associate - CRM Associate - Analytics Associate Editorial, Associate - DTP Associate - Transactional F&A, Associate - F&A Complex Associate - Clinical Data Management, Associate - Medical Transcription Associate Recruitment, Associate - HRO Analyst - Research Learning Associate - Learning Legal Services Document Coder/Processor, Legal Associate Supply Chain Management Associate - SCM Figure 8 : Identified High Demand Occupations 2.2 TAT Workshops Participation, Feedback and Validation A summary of workshops for the BPM sub sector held in 5 locations is provided in the table below: Table 3: Location wise Participation Location Participation Top Delhi Bangalore 5 1 Hyderabad Mumbai 10 1 Chennai Total

21 Occupation Analytics Customer Relationship Finance and Accounting (F&A) Table 4: Occupation wise Participation QP feedback Feedback received Total no. of Top 20 Handout companies company Associate Genpact Analytics Associate CRM Tech Mahindra WIPRO HCL Associate WIPRO Customer Care Tech Mahindra (Non-Voice) Associate F&A WIPRO Complex Associate 11 7 Transactional F&A Total Total responses NOS Mapping The Job Roles in the BPM sub-sector consist of both generic and domain NOS s. The generic and domain NOS s may appear across job roles. For instance, NOS 0703 which lists out the skills, knowledge and understanding and performance criteria required to create documents for knowledge sharing is common for two job roles namely Associate Analytics and Associate F&A Complex. This means that the NOS reads to a common skill required in the job roles. Table 5: NOS Mapping Occupation CRM Analytic Finance & Accounting QP ---> Associate Customer Care Associate CRM Associate Analytics Associate Transac Associate - F&A Complex (NV) -tional F&A NOS N 3003 Y N 9001 Y Y Y Y Y N 9002 Y Y Y Y Y N 9003 Y Y Y Y Y N 9004 Y Y Y Y Y N 9005 Y Y Y Y Y N 2308 Y N 3001 Y N 3002 Y N 0703 Y Y N 2101 Y N 2102 High Demand Occupations & Career Opportunities 11

22 Table 5: NOS Mapping Occupation CRM Analytic Finance & Accounting N 2302 N 2303 N 2304 N 2305 N 2306 N 2307 N 2309 N 2310 Y Y Y Y Y Y Y Y 2.4 Summary of change in NOS If there is a change in a QP, version number will be revised. The levels of change are as follows New QP Addition/Deletion of one or more NOSs Addition / Deletion of more than 20% (> 2 of 10) Performance Criteria (PC) in a NOS* Addition / Deletion of up to 20% (<= 2 of 10) Performance Criteria (PC) in a NOS* Editorial Change *Splitting or merging of existing Performance Criteria without affecting the overall essence of the expected outcome is not to be considered as addition / deletion. A change in PC which is up to 20% is considered as a minor change and QRC approval is not required to formalize the change. Post feedback collation for the job roles in the BPM sub-sector, it was found that there have not been more than 20% change in the performance criteria s and the version number for the QP s will remain as 1.0. However, version number of two NOS s namely N3003 and N2101 was updated to 1.01 as there were changes recommended in the performance criteria which were up to 20%. Detailed summary of change in NOS across job roles is provided in the Annexure B. 12

23 2.5 TAT Workshop Feedback Matrix Structure Industry Verticals BFSI Government Media and Entertainment Travel & Hospitality Telecom Retail Healthcare Pharma Energy Construction & Heavy Engg. (C&HE) Analytics Emerging Verticals Customer Relationship Management Occupations in the BPM Sub-sector Editorial and Desktop Publishing Finance & Accounts Health Services Human Resource Outsourcing Knowledge Process Outsourcing (KPO)-Research Learning Emerging Occupations Legal Processing Outsourcing Supply Chain Management Figure 9: Matrix Structure Matrix Structure Feedback- Definition of Verticals to provided for clarity and the distinction between emerging and established verticals to established clearly. Established verticals and horizontals can be renamed according to prevailing Industry Standards. For e.g. Retails is a wider vertical which would include e-commerce and consumer packaged goods. Industry Verticals Transportation & Logistics Education (e-education & Classroom Education) Retail / E- Commerce Payments & Capital Markets Energy & Utilities Emerging Verticals Occupations Risk Management Editorial & Desktop Publishing Content Management Learning & Delivery Internet of Things/ Social Media Emerging Horizontals Figure 10: Matrix Structure Feedback High Demand Occupations & Career Opportunities 13

24 2.5.2 Career Maps Analytics Head of Company Head of Geographical Unit/Head of Sales/BD Head of Analytics Leadership Business Manager/AVP/VP - MIS - Reporting Business Manager/AVP/VP - Modelling and Analysis Manager - MIS - Reporting Manager - Modelling and Analysis Process Lead/Sr Specialist - Modelling and Analysis Team Leader - MIS - Reporting Team Leader - Modelling and Analysis Process Expert/Specialist - Modelling and Analysis Middle Senior Associate - MIS - Reporting Senior Associate - Modelling and Analysis Associate Analytics (SSC/ Q 2101) Entry MIS Reporting Business Intelligence Modelling and Analysis Data Visualization Skills Tracks Recommendations based on workshop feedback Figure 11: Feedback- Analytics 14

25 Career Map for Customer Relationship Management Head of Company Head of Geographical Unit/Head of Sales/BD Head of Customer Care Leadership Business Manager/AVP/VP - Customer Care (Non-Voice) Business Manager/AVP/VP Head- Customer Care (Voice) Business Manager/AVP/VP - Sales/ Telesales Manager- Customer Care (Non-Voice) Process Lead/ Senior Specialist - Customer Care (Non-Voice) Manager- Customer Care (Voice) Process Lead/ Senior Specialist - Customer Care (Voice) Manager- Sales/ Telesales Process Lead/ Senior Specialist - Sales/ Telesales Team Leader- Customer Care (Non-Voice) Process Expert/ Specialist- Customer Care (Non-Voice) Team Leader- Customer Care (Voice) Process Expert/ Specialist- Customer Care (Voice) Team Leader- Sales/ Telesales Process Expert/ Specialist- Sales/ Telesales Middle Senior Associate- Customer Care (Non-Voice) Senior Associate- Customer Care (Voice) Senior Associate- Sales/ Telesales Associate Customer Care (Non-Voice) (SSC/ Q 2201) Associate CRM (SSC/ Q 2202) Entry Customer Care (Non-Voice) Customer Care (Voice) Sales/Telesales Tracks Figure 12: Feedback- Customer Relationship Management (1/2) Summary of the feedback- The progress of people in specialist roles is slower than people business/ delivery roles. Written communication in form of and chat should be included even in Voice. Language will be a key concern and emerging languages should be a critical part of the job role. There should not be a bifurcation between voice and non-voice at the entry level. Entry level would be sales pre sales and voice and non voice should be a sub set at each level as it is a technical expertise. It should be a prerequisite to join the job role. Understanding of organizational context is very crucial and mock sessions should be conducted to understand the ability required for the job role. High Demand Occupations & Career Opportunities 15

26 Figure 13: Feedback- Customer Relationship Management (2/2) Head of Company Head of Geographical Unit/Head of Sales/BD Head of Customer Care Business Manager/AVP/VP - Technical Support/ IT Helpdesk Business Manager/AVP/VP - Collections Leadership Manager - Technical Support/ IT Helpdesk Process Lead/Sr Specialist - Technical Support/ IT Helpdesk Manager - Collections (Business to Customer) Team Leader - Technical Support/ IT Helpdesk Process Expert/Specialist - Technical Support/ IT Helpdesk Team Leader - Collections (Business to Customer) Subject matter expert to be introduced at middle level Subject matter expert to be introduced at middle level Middle Senior Associate - Technical Support/ IT Helpdesk Senior Associate - Collections (Business to Customer) Associate CRM (SSC/ Q 2202) Entry Technical Support/ IT Helpdesk Collections (Business to Customer) Tracks 16

27 Finance and Accounting Head of Company Head of Geographical Unit/Head of Sales/BD Head of F&A Leadership Business Manager/AVP/VP - TP Business Manager/ AVP/VP - Credit Analysis Business Manager/AVP/VP A&A Business Manager/AVP/VP - Reporting Business Manager/AVP/VP FP&A Manager - TP Process Lead/ Senior Specialist - TP Manager - Credit Analysis Process Lead/ Senior Specialist - Credit Analysis Manager A&A Process Lead/ Senior Specialist A&A Manager Reporting Process Lead/ Senior Specialist - Reporting Manager FP&A Process Lead/ Senior Specialist FP&A Team Leader - TP Process Expert/ Specialist - TP Team Leader - Credit Analysis Process Expert/ Specialist - Credit Analysis Team Leader Audit and Accounting Process Expert/ Specialist Audit and Accounting Team Leader - Reporting Process Expert/ Specialist - Reporting Team Leader FP&A Process Expert/ Specialist FP&A Middle Senior Associate - TP Senior Associate - Credit Analysis Senior Associate Audit Senior Associate Accounting Senior Associate - Reporting Senior Associate - FP&A Associate - Transactional F&A (SSC/ Q 2301) Associate - F&A Complex (SSC/ Q 2302) Click on the Job Role/ QP to see the respective Career Path Entry Transaction Processing (TP) - Includes B2B collections Credit Analysis Audit and Accounting (A&A) Reporting Financial Planning and Analysis (FP&A) - includes Budgeting & Forecasting Tracks Figure 14: Feedback- Finance and Accounting Summary of Feedback: Intermediate and General Accounting should be included in the career map. Procurement and supply chain to be included. Payables and receivables are two different activities and can be introduced as new tracks. Transaction processing can be divided into three functions or three different tracks namely- Order to cash, Procure to pay and Record to report cycle No clear transition or progression to the position of Head- F&A. It was suggested that F&A can be replaced with Finance Planning and Analysis (FP&A). F&A is the entry level job role and FP&A is at the nascent stage for the Indian industry. High Demand Occupations & Career Opportunities 17

28 Editorial and Desktop Publishing Head of Company Head of Geographical Unit/Head of Sales/BD Leadership Head of Editorial and DTP Operations Manager - Editorial Manager - DTP Team Leader - Editorial Team Leader - DTP Middle Senior Associate - Editorial Senior Associate - DTP Associate Editorial (SSC/ Q 2701) Associate DTP (SSC/ Q 2702) Entry Editorial Desktop Publishing (DTP) and Design Content and Design Management Tracks Figure 15: Feedback- Editorial and Desktop Publishing Summary of Feedback: Content Management can have two paths: A path that primarily requires Research and Development, and a separate path on Content Writing. The skills required for content management is primarily desk based, and requires a specific set of skills which would need to be defined. 18

29 Health Services Head of Company Head of Geographical Unit/Head of Sales/BD Head of Health Services Leadership Business Manager/AVP/VP Health Services Manager - Clinical Data Management Manager - Medical Transcription Team Leader - Clinical Data Management Team Leader - Medical Transcription Middle Senior Associate - Clinical Data Management Senior Associate - Medical Transcription Associate Clinical Data Management (SSC/ Q 2401) Associate Medical Transcription (SSC/ Q 2402) Entry Clinical Data Management Medical Transcription Claims Management and Insurance Tracks Figure 16: Feedback- Health Services Summary of Feedback: Revenue Cycle Management (RCM) may be covered under the ambit of Health Services. It is distinct from BFSI. RCM mainly deals with the realization of revenue from the mediclaim operators, after the patient has paid for the services via them. The entry level candidate may be from Medical Transcription, and the additional track may start from middle management levels. High Demand Occupations & Career Opportunities 19

30 Human Resource Outsourcing Head of Company Head of Geographical Unit/ Head of Sales/BD Head of HRO Leadership Business Manager/AVP/VP - HRO Manager - Recruitment Manager - L&D Manager - C&B Manager - ER Team Leader - Recruitment Team Leader - L&D Team Leader- C&B Team Leader - ER Middle Senior Associate - Recruitment Senior Associate - L&D Senior Associate - C&B Senior Associate - ER Associate Recruitment (SSC/ Q 2501) Associate HRO (SSC/ Q 2502) Entry Recruitment Learning and Development (L&D) Compensation and Benefits Management (C&B) Employee Relations (ER) Employee Engagement Tracks Figure 17: Feedback- Human Resource Outsourcing Summary of Feedback: Employee engagement to be included as a track in HRO model. Compensation should be called a HR operations. HR operations would be an umbrella including payrolls, statutory payments. Compensation and Benefits Management should be 2 Separate Headers: Compensation Management Benefits Management refers to administration of benefits for health and retirement plans Cross Movements of job roles within and across occupations within the sub sector are possible but it is not laid out in the career map. 20

31 Knowledge Services Research Head of Company Head of Geographical Unit/ Head of Sales/BD Head of Research Leadership Business Manager/AVP/VP - Research Specialists/Project Manager - Research Specialists/Project Manager - IB Research Associate Project Manager - Research Associate Project Manager - IB Research Middle Senior Analyst - Research Senior Analyst - IB Research Analyst Research (SSC/ Q 2601) Entry Market Intelligence Secondary Research & Market Research Investment Banking (IB) Research Business Intelligence Tracks Figure 18: Feedback- Knowledge Services Research High Demand Occupations & Career Opportunities 21

32 Learning Head of Company Head of Geographical Unit/ Head of Sales/BD Leadership Head of Learning Manager - Content Management Manager - Instructional Design Team Leader - Content Management Team Leader - Instructional Design Middle Senior Associate Content Management Senior Associate - Instructional Design Associate Learning (SSC/ Q 2801) Entry Learning and Delivery Content Management Instructional Design Tracks Figure 19: Feedback- Learning Summary of Feedback: Learning and delivery should be an entry level track. Delivery person can move into content management and instructional design but cannot be vice versa. 22

33 Legal Services Head of Company Head of Geographical Unit/ Head of Sales/BD Head of Legal Services Leadership Business Manager/AVP/VP Legal Services Manager- Legal Services Process Lead/Senior Specialist Legal Services Team Leader Legal Services Process Expert/ Specialist Legal Services Middle Senior Legal Associate Document Coder/ Processor (SSC/ Q 2901) Legal Associate (SSC/ Q 2902) Entry Legal Services Tracks Figure 20: Feedback- Legal Services Summary of Feedback: There can be two separate tracks namely, simple and complex tasks in the entry level. If the activities covered under legal services cover statutory compliance, etc., it can be brought under HRO. However, if it covers legal services for external clients the track may be valid. Therefore, the track will be organization specific. High Demand Occupations & Career Opportunities 23

34 Supply Chain Management Head of Company Head of Geographical Unit/ Head of Sales/BD Head of SCM Leadership Business Manager/AVP/VP Procurement Operations Business Manager/AVP/VP - S&F Manager - Procurement Operations Process Lead/ Senior Specialist - Procurement Operations Manager S&F Process Lead/Senior Specialist - S&F Team Leader - Procurement Operations Process Expert/ Specialist - Procurement Operations Team Leader S&F Process Expert/ Specialist S&F Middle Senior Associate - Procurement Operations Senior Associate S&F Associate SCM (SSC/ Q 3001) Entry Sourcing Procurement Operations (including Strategic Sourcing) Sales and Fulfillment (including Inventory Management) Tracks Figure 21: Feedback- Supply Chain ManagementLearning 24

35 2.5.3 Movement to other Occupations, Sub-sectors and Industries Occupation Horizontal Movements To other occupations To other sub-sectors To other Industries Analytics KPO ITS Software Engineer Banks, Retail, Insurance, Manufacturing Customer Relationship Managemnt SCM, F&A (TP&FP), Collections IT Service Helpdesk, SPD Technical Support Internal Technical Support in any industry Editorial and DTP Support roles for other occupations IS/SPD (Technical Writing) Publishing Learning Finance and accounts Analytics, KPO, SCM ITS, SPD (as SMEs) Banks, Insurance Companies, Manufacturing, Retail Health Services Analytics, KPO ITS (as SMEs) Labs, Pharma Companies Human Resource Outsourcing Analytics, KPO ITS, SPD (as SMEs) HR Transactions in any Industry Learning Analytics ITS (IT Consulting) Business Consulting Knowledge Process Outsourcing (KPO) - Research Support roles for other occupations ITS/SPD (Technical Writing) Publishing, Learning Legal Process Outsourcing HRO Employee Relations SPD - IPR Banks, Insurance (legal support) Collections CRM, Analytics - Banks, Insurance Companies, Credit card companies Supply Chain Management (SCM) Analytics, KPO, F&A ITS (as SMEs) Manufacturing, Retail Figure 22: Movement to other Occupations, Sub-sectors and Industries It was suggested during the workshops that the depiction of the Industrial movement should be further looked at. High Demand Occupations & Career Opportunities 25

36 2.5.4 Summary of Feedback in workshops The figure below provides a summary of feedback received during BPM sub-sector workshops across locations: Emerging Verticals Logistics E-Commerce Cards & Payments Education Emerging Horizontals: Content Management Procurement & SCM GIS/ Location intelligence Other Observations: New occupations emerging around locational intelligence Workforce Management is a part of Human Resource Outsourcing Quality Function growing as there are a significant number of standards that have been added in BPM space Figure 23 : Summary of Feedback BPM sub sector 26

37 3. IT Services (ITS) 3.1 Identified High Demand Occupations The below figure has the list of High Demand occupations that were identified in the ITS sub-sector through industry consultations at the Talent Acquisition & Transformation (TAT) workshops that were conducted. Application Development Software Developer, UI Developer, Web Developer, Media Developer, Technical Writer, Language Translator, Engineer Trainee Application Deployment Deployment Engineer, Engineer Trainee Application Maintenance Application Maintenance Engineer Data Scientists Junior Data Associate IT Consulting Analyst IT Support Services/Help Desk Engineer - Technical Support ( 1) Infrastructure Management Services (IMS) Infrastructure Engineer, Systems Trainee/Engineer Trainee Information Security Security Analyst, Security Trainee (Security Engineer) Sales and Pre-sales Sales and Pre-sales Analyst Testing and QA Test Engineer, QA Engineer, Engineer Trainee Figure 24: Identified High Demand Occupations High Demand Occupations & Career Opportunities 27

38 3.2 TAT Workshops Participation, Feedback and Validation A summary of workshops for the ITS sub sector held across 7 locations is provided in the table below: Table 6: TAT Workshop- List of Participants Location Participation Top Delhi Bangalore Hyderabad Mumbai Kolkata Pune Chennai Total Table 7: TAT Workshop- List of Feedbacks Received for Validation Occupation QP feedback Feedback received Total no. of Top 20 Handout companies company IT Consulting Analyst Data Scientist Junior Data Associate Cyient Information Security Application Development Security Analyst Tech Mahindra, Aegis, WIPRO Language Translator Media Developer Software Developer Cyient, Aegis, Cognizant, TCS Technical Writer 3 3 Cyient UI Developer 8 6 TCS Web Developer 6 4 Cyient, Capgemini Total

39 3.3 NOS Mapping The Job Roles in the ITS sub-sector consists of both generic and domain NOS s. The generic and domain NOS s may appear across job roles. For instance, NOS 0503 which lists out the skills, knowledge and understanding and performance criteria required to develop media content and graphic designs for software products and applications is common for job roles namely UI Developer, Web Developer and Media Developer. This means that the NOS reads to a common skill required in the job roles. Table 8: NOS Mapping Occupation Application Development Information Security QP ---> Software UI Web Media Technical Language Security Developer Developer Developer Developer Writer Translator Analyst Data Scientist Junior Data Associate N 9001 Y Y Y Y Y Y Y Y N 9002 Y Y Y Y Y Y Y Y N 9003 Y Y Y Y Y Y Y Y N 9004 Y Y Y Y Y Y Y Y N 9005 Y Y Y Y Y Y Y Y N 0501 Y Y Y Y N 0502 Y Y N 0503 Y Y Y N 0504 Y N 0505 Y N 0701 N 0702 N 2101 Y N 0901 Y N 0902 Y N 0903 Y N 0904 Y N 0905 Y 3.4 Summary of change in NOS Post feedback collation for the job roles in the ITS sub-sector, it was found that there have not been more than 20% change in the performance criteria s and the version number for the QP s will remain as 1.0. However, version number of NOS N0905 was updated to 1.01 as there were changes recommended in the performance criteria which were up to 20%. Detailed summary of change in NOS across job roles is provided in the Annexure B. High Demand Occupations & Career Opportunities 29

40 3.5 TAT Workshop Feedback Matrix Structure Infrastructure Management Services(IMS) and Information Security are seeing a lot of movement in terms of skill development as well as revenue potential. Industry Verticals Manufacturing BFSI Media and Entertainment Education Telecom Government Retail Health Care Construction & Heavy Engg. (C&HE) Application Development Application Deployment Emerging Verticals Application Maintenance Data scientists Occupations in the ITS Sub-sector IT Consulting IT Services Management (ITIL) IT Support Services/Helpdesk Infrastructure Management Services Information Security Project Management Emerging Occupations Sales & Pre Sales Solution Architecting Testing & Quality Assurance Note: All the Horizontals - Occupations, Tracks and Job Roles cut across the Industry Verticals. Figure 25: Matrix Structure Matrix Structure Feedback- Participants mentioned that Infrastructure Management Services (IMS) & Information Security (Info Sec) are no longer emerging occupations and hence may be classified as regular occupations. The nomenclature for IT consulting can be considered as business consulting. Application Maintenance can be reworded to Application Management. Nomenclature for Data Scientist to be changed to Data Science. Nomenclature for Sales & Pre-Sales can be changed to Sales & Marketing Infrastructure Management Services is already an emerged occupation 30

41 Database developer will be covered in Infrastructure management and does not need to be introduced as a new horizontal. GIS is a part of ER&D and will be valid as a separate horizontal Mobile application and digital might be different horizontals cutting through the verticals. Industry Verticals Energy & Resources Food and Agriculture Hospitality, Travel & Tourism Food and Agriculture Transportation & logistics Automotive Life sciences Real estate Emerging Verticals Automation Services which cuts across multiple sectors User Interface/User Experience Occupations Research and Development Digitization / Digital Transformation. (Aspects of digitization such as IOT, SMAC, etc. may be under this horizontal. Application Development in Cloud services / Cloud Management may also be under this horizontal) Emerging Horizontals Application Development Application Maintenance- IT Services and IT Support Services Figure 26: Matrix Structure Feedback High Demand Occupations & Career Opportunities 31

42 3.5.2 Career Maps Application Development Head of Company/CEO CXOs (COO/CFO/ CTO etc.) Offering Lead/ Domain Lead Delivery Lead Leadership Movement to other Occupations such as Project Management Team Leader/ Application Architect/ Web Solution Developer Architect Middle Senior Software Developer Senior Functional Developer Senior UI Developer Senior Language Translator Senior Technical Document Writer Senior Web Developer Senior Media Developer Software Developer Application Developer (Mobile Application Development) (SSC/ Q 0501) UI Developer Designer (SSC/ Q 0502) Language Translator (SSC/ Q 0506) Technical Writer (SSC/ Q 0505) Web Developer (SSC/ Q 0503) Media Developer UX Designer/Multimedia Develop/ UX Developer (SSC/ Q 0504) Entry Engineer Trainee UI / UX Developer/ Trainee (SSC/ Q 0507) Software Development (Web Developer) Functional Development UI Development Language/ Translation Technical Documentation Web Development Media Development Tracks Figure 27: Feedback - Application Development Summary of Feedback: UX Designer can be looked as a standalone path on its own. But no entry level jobs exist for UX Designer. Have a separate track for Mobile Application. The need of the skill sets of software developer and web developer are different and should be considered as different track. The movement of the tracks in Application Development is very quick and new levels should be included. However, tracks may vary from company to company. 32

43 Application Deployment Head of Company/ CEO COO/CTO/CIO Offering Lead/ Domain Lead Leadership Head of Application Deployment Deployment Lead Team Lead - Deployment Middle Sr. Deployment Engineer/ Team Lead Deployment Deployment Engineer Implementation Engineer (SSC/ Q 0301) Entry Engineer Trainee (SSC/ Q 0507) Application Deployment Tracks Figure 28: Feedback - Application Deployment Summary of Feedback: The entry level job roles in Application deployment are different for product and a service organization. Application Deployment may not be a needed track / occupation and can be merged with IMS. There are no senior level positions in Application Deployment. Considering organisations cut across roles, entry level job role will not lead to CEO or head. COO/ CTO/ CIO would be a more suitable nomenclature depending on the entry level job role. The progression should not be linear and simplistic. High Demand Occupations & Career Opportunities 33

44 Application Maintenance Head of Company/ CEO Offering Lead/ Domain Lead Leadership Head of Application Maintenance Project/ Program Manager Project Lead -Application Maintenance Middle Team Lead- Application Maintenance Sr. Maintenance Engineer Application Maintenance Engineer (SSC/ Q 0201) Entry Application Maintenance Tracks Figure 29: Feedback - Application Deployment Summary of Feedback: The career map for the occupation can be merged with IT support services/ maintenance. 34

45 Data Scientists Head of Company/ CEO Offering Lead Chief Data Scientist/ Domain Lead Leadership Lead Data Scientist Sr. Data Scientist Cross Functional Skills Ass. Data Scientist Middle Junior Data Associate (SSC/Q 0401) Entry Data Scientist Data Analyst/Engineer Tracks Figure 30: Feedback Data Scientists Summary of Feedback: Data Scientist role are broadly limited to prediction and analyses on data, with the entry level branching out into different tracks, in different horizontals. Data Scientist requires some level of experience and capability. A Data Scientist will require, both, Technological and Quantitative skills. As a data scientist people with PhDs and experience are hired. However, in few companies Data Scientist are hired and groomed for the job role of Data Analyst. The career map can be kept generic before the role evolves and develops further. High Demand Occupations & Career Opportunities 35

46 IT Consulting Head of Company/CEO Practice Lead Partner/Sr. Executive/Managing Director Leadership Solution Architect Sr. Manager/Director Manager Technical Domain Manager Business Domain Middle Consultant Business Consultant Analyst (SSC/Q0701) Entry Technical Functional Tracks Figure 31: Feedback IT Consulting Summary of Feedback: In the Technical track the transition from Analysts to Consultant should have progression through multiple levels with relevant experience. A Functional Analyst should have a post-graduation as the minimum qualification. 36

47 IT Services Management Head of Company/ CEO Offering Lead/ Domain Lead Chief Technology Officer (CTO) Infrastructure Services Lead Leadership Lead IT Service Management Sr. Expert IT Service Management IT Service Management Expert Middle There are no entry level Job roles for this occupation. The Entry is through IMS IT Support Services etc. Entry IT Service Management Expert Tracks Figure 32: Feedback IT Services Management High Demand Occupations & Career Opportunities 37

48 IT Support Services/ Helpdesk Head of Company/CEO CTO CIO Leadership IT Operations Manager Team Lead Technical Support ( 1) Sr. Engineer Technical Support ( 1) Middle Engineer Technical Support ( 1) (SSC/ Q 0101) Entry This can be merged with Application Maintenance IT Support Services/Helpdesk Tracks Figure 33: Feedback IT Support Services/ Helpdesk 38

49 Information Security CEO can be changed to CIO Head of Company/CEO CIO/Offering Lead/Domain Lead Leadership CISO Head Information Services Information Security Expert/Location Information Security In-charge Management - Incident Management Team Lead - Incident Management Middle Engineer/ Specialist Risk, Audit and Compliance Engineer/ Specialist Application Security Engineer/ Specialist Security Testing Engineer/ Specialist Incident Management Engineer/ Specialist BCP/DR Engineer/ Specialist Network Security Engineer/ Specialist Privacy Engineer/ Specialist Forensics Security Analyst (SSC/ Q 0901) Engineer Trainee (SSC/ Q 0507) Entry Risk, Audit and Compliance Application Security Security Testing Incident Management BCP/DR Network Security Management Privacy IT Forensics Tracks Figure 34: Feedback Information Security Summary of Feedback: Hackers, Forensics and Privacy do not have Engineering background Need a different track for legal / IP finance related risk related roles. The Engineer trainee cannot be the starting role for this track. There is a need for people with the knowledge of law and compliance. Incident Management can come under the occupation of Infrastructure Management Services too. High Demand Occupations & Career Opportunities 39

50 Project/ Program Management Head of Company/CEO COO Domain Lead/Offering Lead Leadership needs to start from Domain Lead onwards Delivery Lead Head Client Account Lead Account Manager/ Account Lead Leadership Client Relationship Manager Engagement Manager Program Manager Project Manager Module Leader Middle PMO- Associate (Admin Role Only this does not indicate a natural movement to the role above No Entry Roles for this occupation, entry to this occupation is typically through experienced professionals from Application Development, IMS, Testing and QA, etc. Sales and Pre-Sales/ Marketing Entry Project/Program Management Tracks Figure 35: Feedback Project/ Program Management 40

51 Sales and Pre-sales Head of Company/CEO Head Sales and Pre-sales Zonal Head Sales and Pre-sales Leadership Client Relationship Manager/ Chief Alliance Manager/Client Partner Senior Relationship Manager Senior Business Development Manager Middle There should be three distinct career maps for Sales, Pre-Sales and Digital Marketing Relationship Manager Business Development Manager Sales and Pre-sales can be reworded to Sales and Marketing Sales and Pre-Sales Analyst (SSC/ Q 1101) Marketing and Digital Marketing Entry Entry level roles depend on industry requirements Relationship Management Project/Program Management Business Development Tracks Figure 36: Feedback Sales and Pre-sales High Demand Occupations & Career Opportunities 41

52 Solution Architecting Head of Company/CEO CIO/CTO Offering Lead/ Domain Lead Chief Solutions Architect Leadership Enterprise Architect Technical Architect (Solution/DB/Application) Middle Solution Designer No Entry-level role. Entry to this occupation is typically through experienced professionals from Application Development, Sales and Pre-sales, Testing and QA and so on. Entry Solution Architecting Tracks Figure 37: Feedback Solution Architecting 42

53 Testing and QA Head of Company/CEO Offering Lead/Domain Lead Delivery Lead Leadership Head of Quality Assurance Head of Testing Group Manager Testing QA Manager Testing Manager QA Lead Manual Testing will not be valid in three years Team Lead- Manual Testing Team Lead- Automated Testing Senior QA Engineer Middle Accessibility Testing Senior Test Engineer- Manual Testing Senior Test Engineer- Automated Testing Test Engineer (SSC/ Q 1301) Engineer Trainee (SSC/ Q 0507) QA Engineer (SSC/ Q 1302) Manual Testing Automated Testing QA Entry Tracks Automation Testing Engineer may be similar to Software Engineer Figure 38: Feedback Testing and QA High Demand Occupations & Career Opportunities 43

54 3.5.3 Movement to other Occupations, Sub-sectors and Industries Occupation To other occupations Horizontal Movements To other sub-sectors To other Industries Application Development IT Consulting, Project Management, Sales and Pre-sales, Testing and QA, Application Maintenance, Application Deployments, IMS, Information Security SPD, BPM, ERD IT specific roles in any industry Application Deployment Project Management, Sales and Pre-sales, Testing and QA, Application Outsourcing SPD, BPM, ERD IT specific roles in any industry Application Maintenance Project Management, Sales and Pre-sales, Testing and QA, Application Development, Application Deployment SPD, BPM, ERD IT specific roles in any industry Data scientists N/A BPM Statistics/MIS/Analytics specific roles in any industry IT Consulting Sales and Pre-sales, Project Management, Application Development SPD N/A IT Services Management (ITIL) Project Management, IMS, IT Support Services/Helpdesk, Solution Architecting SPD IT Support roles in any industry IT Support Services/Helpdesk IT Consulting, Application Deployment, Application Outsourcing, Hardware Deployment, IMS BPM IT Support roles in all industries Infrastructure Management Services (IMS) IT Consulting, Project Management, Sales and Pre-sales, testing and QA, Application Outsourcing, IT Service Management, Application Deployment, IT Support Services/Helpdesk, Information Security SPD, BPM, ERD Infrastructure department in all industry, Esp. Media, telecom, BFSI etc. Information Security IT Consulting, Project Management, Sales and Pre-sales, Application Development, Testing and QA, IMS, IT Support Services SPD, BPM Information Security roles in any industry esp. BFSI, Media, Telecom etc. Project Management/ Program Management IT Consulting, Sales and Pre-sales, Project Management SPD, BPM, ERD All services industries Sales & Pre Sales IT Consulting, Project Management, Application Development SPD, BPM All industries Figure 39: Movement to other Occupations, Sub-sectors and Industries Summary of Feedback: The movement from IT Consulting to Head of Application Development is not possible because the candidate will not be able to do development. Application Outsourcing may not be an available career path and hence need to be removed. Movement of people from Sales to Application development is unlikely to happen and hence can be removed. Sales and Pre-sales might not switch to other occupation. 44

55 3.5.4 Summary of Feedback in workshops The figure below provides a summary of feedback received during ITS sub-sector workshops across locations: Emerging Verticals: E-Commerce Energy & Resource Heavy Engineering Food and Agriculture Emerging Horizontals: Automation services User Experience R&D Digital Transformation Other Observations: Career paths for job roles like Application Development, Data Scientist changing rapidly Aspects of digitization such as IOT, SMAC, etc. under Digital Transformation. IT consulting increasingly includes aspects of Digital Marketing is a new skill emerging under Sales and Marketing Figure 40: Summary of Feedback ITS sub sector High Demand Occupations & Career Opportunities 45

56 4. Engineering and R&D (ER&D) 4.1 Identified High Demand Occupations The following are the Identified High Demand occupations under the ER&D sector from Industry Consultations through Talent Acquisitions and Transformation (TAT) Workshops. Selected High Demand occupations Engineering Analysis Design Engineer EA, Engineer Trainee Hardware Development Hardware Engineer, Engineer Trainee Software Development Software Engineer, Engineer Trainee Product Engineering Design Design Engineer, Engineer Trainee Product Manufacturing Support Design Engineer PMS, Engineer Trainee Product Marketing Market Research Associate, Management Trainee Product Lifecycle Management Engineer - PLM Software Testing Tester/Test Engineer Software, Engineer Trainee Hardware Testing Quality Assurance and Engineering Technical Documentation/Writing Tester/Test Engineer Hardware, Engineer Trainee Quality Engineer, Engineer Trainee Technical Writer Technical Support Associate Operations Engineer, Associate Network Engineer Figure 41: Identified High Demand Occupations 4.2 TAT Workshops Participation, Feedback and Validation A summary of workshops for the ER&D sub sector held in Pune is provided in the table below: Table 9: Location wise Participation Location Participation Top Pune Total

57 Occupation Engineering Analysis Product Lifecycle Management Software Development Table 10: Occupation wise Participation Feedback received Total no. of QP feedback Handout companies Design Engineer Associate CRM Software Engineer Total responses 11 3 Top 20 company 4.3 NOS Mapping The Job Roles in the ERD sub-sector consists of both generic and domain NOS s. The generic and domain NOS s may appear across job roles. However, for the High Demand occupation there are no NOS which appear across job roles. Occupation QP ---> Software Development Software Engineer Engineering Analysis Design Engineer Product Lifecycle Management Engineer PLM Software Testing Tester/Test Engineer - Software NOS N 9001 Y Y Y Y N 9002 Y Y Y Y N 9003 Y Y Y Y N 9004 Y Y Y Y N 9005 Y Y Y Y N 0502 Y N 0703 Y Y Y Y N 6004 Y N 4202 Y N 4303 Y N 1301 Y N 1302 Y High Demand Occupations & Career Opportunities 47

58 4.4 Summary of change in NOS Post feedback collation for the job roles in the ER&D sub-sector, it was found that there have not been more than 20% change in the performance criteria s and the version number for the QP s will remain as 1.0. Detailed summary of change in NOS across job roles is provided in the Annexure B. 4.5 TAT Workshop Feedback Matrix Structure Industry Verticals Telecom Automotive Semi- Conductor Consumer Electronics Aerospace Construction & Heavy Engg. (C&HE) Medical Devices Energy Utilities Engineering Analysis Hardware Development Emerging Verticals Software Development Product Engineering Design Occupations in the ERD Sub-sector Product Manufacturing Support Product Marketing Product Lifecycle Management (PLM) R&D Software Testing Hardware Testing Emerging Occupations Quality Assurance & Engineering Technical Documentation Technical Support Figure 42: Matrix Structure 48

59 Industry Verticals Organised Retail General Manufacturing Civil & Architecture Food and Agriculture Medical Devices Healthcare Defense Project and Program Management (may overlap with ITS sub-sector) Emerging Verticals System Engineering Occupations Reliability Engineer Product Engineering Design Product Marketing Product Marketing and Sales Emerging Horizontals Data Science/Analytics Figure 43: Matrix Structure Feedback Career Maps Engineering Analysis Head of Company Head of Sales/Business Development Head of QA Leadership Director Quality Senior Manager - Quality Manager Quality Team Lead Quality Middle Senior Quality Engineer Click on the Job Role/QP to see the respective Career Path Quality Engineer (SSC/Q 4801) Engineer Trainee (SSC/Q 4202) Quality Assurance & Engineering Entry Tracks Figure 44: Feedback- Quality Assurance & Engineering High Demand Occupations & Career Opportunities 49

60 5. Software Product Development (SPD) 5.1 Identified High Demand Occupation The following are the Identified High Demand occupations under the SPD sector from Industry Consultations through Talent Acquisitions and Transformation (TAT) Workshops. Selected High Demand occupations Figure 45 : Identified High Demand Occupations 5.2 TAT Workshops Participation, Feedback and Validation A summary of workshops for the SPD sub sector held in Chennai and Bangalore is provided in the table below: Table 11: Location wise Participation Location Participation Top Chennai Bangalore Total 14 50