high demand occupations and career …...high demand occupations & career opportunities vii...

2016

High Demand Occupations

and Career Opportunities

IT-BPM Industry

IV

Copyright ©2016

NASSCOM4E-Vandana Building (4th Floor)11, Tolstoy Marg, Connaught PlaceNew Delhi 110 001, IndiaT +91 11 4151 9230; F +91 11 4151 9240E [email protected] www.nasscom.in

Published byNASSCOM, 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.

High Demand Occupations & Career Opportunities V

ForewordIT-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 VII

AcknowledgementsWe 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 IX

Contents

Foreword III

Acknowledgements V

Executive Summary 1

1. Identification of High Demand Occupation: Approach and Methodology 3 1.1 Identification of High Demand occupations 4 1.2 NOS Mapping 6 1.3 Parts of NOS 6 1.4 Summary of change in NOS 8 1.5 Summary of geographic and sub sector coverage 9

2. Business Process Management 10 2.1 Identified High Demand Occupations 10 2.2 TAT Workshops– Participation, Feedback and Validation 10 2.3 NOS Mapping 11 2.4 Summary of change in NOS 12 2.5 TAT Workshop Feedback 13

3. IT Services 27 3.1 Identified High Demand Occupations 27 3.2 TAT Workshops– Participation, Feedback and Validation 28 3.3 NOS Mapping 29 3.4 Summary of change in NOS 29 3.5 TAT Workshop Feedback 30

4. Engineering and R&D 46 4.1 Identified High Demand Occupations 46 4.2 TAT Workshops– Participation, Feedback and Validation 46 4.3 NOS Mapping 47 4.4 Summary of change in NOS 48 4.5 TAT Workshop Feedback 48

5. SPD Software Product Development 50 5.1 Identified High Demand Occupations 50 5.2 TAT Workshops– Participation, Feedback and Validation 50 5.3 NOS Mapping 51 5.4 Summary of change in NOS 52 5.5 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 1

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 Level 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.

• Associate - Customer Care (Non-voice), Associate – CRM Customer Relationship Management (CRM)

• Associate - Analytics Analytics

• Associate - Transactional F&A, Associate - F&A Complex Finance and Accounting (F&A)

• Software Developer, UI Developer, Web Developer, Media Developer, Technical Writer, Language Translator Application Development

• Junior Data Associate Data Scientists

• Security Analyst Information Security

• Software Engineer Software Development

• Engineer PLM Product Lifecycle Management

• Test Engineer, QA Engineer Testing and Quality Assurance

• Software Developer, Media Developer Product Development and Delivery

BPM

ITS

ERD

SPD

Occupations Job Roles

2

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.

These 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 career maps and qualification packs with the current industry trends. 15 workshops were conducted in 7 locations and the workshops largely saw representation of the senior management from companies like Vice President –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 201” IT-BPM companies namely Accenture, Aegis Ltd., Capgemini, Cognizant, Cyient, Genpact, Tata Consultancy Services, Tech Mahindra and Wipro.

Location Sub Sector Company Participation Total

BPM ITS ER&D SPD

Delhi 9 4 13

Bangalore 5 4 3 12

Hyderabad 11 7 18

Mumbai 10 9 19

Kolkata 7 7

Pune 11 11 22

Chennai 14 16 11 41

Total 49 58 11 14 132

1 Top 20 IT-BPM companies were defined on the basis of revenues and employee hiring


1. Identification of High Demand Occupation: Approach and MethodologyThe 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.

Figure 1: Definitions of Key Terms

National Occupational Standards (NOS)

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.

Qualification Pack (QP)

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

Occupational Maps

An Occupational Map describes the key characteristics of a sector and sub-sector 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

Business Verticals

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

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

4

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 large2.

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 Level 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:

2 SSC NASSCOM feedback form

3 2

Inputs from SSC NASSCOM & Secondary Research Initial list of High Demand occupations was shortlisted through secondary research and interactions with SSC NASSCOM

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


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.

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

Figure 3: Definitions of Types of 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

Generic 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

Technical NOS

• Associate - Customer Care (Non-voice), Associate – CRM Customer Relationship Management (CRM)



• Software Developer, UI Developer, Web Developer, Media Developer, Technical Writer, Language Translator Application Development


• Security Analyst Information Security

• Software Engineer Software Development

• Engineer PLM Product Lifecycle Management

• Test Engineer, QA Engineer Testing and Quality Assurance

• Software Developer, Media Developer Product Development and Delivery

BPM

ITS

ERD

SPD

Occupations Job Roles

6

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.

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)

Figure 4: Performance Criteria

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.

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

Performance Criteria (PC) w.r.t. the scope

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


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.

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.

Knowledge and Understanding (K)

A. Organizational Context (Knowledge of the company/ organization and its processes)

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

B. Technical Knowledge

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

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

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

B. Professional Skills Decision Making

You need to know and understand how to: SB1. follow rule-based decision-making processes SB2. make decisions on suitable courses of action

8

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.

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:

Table 2 : Sub-sector wise company participation

Location Sub Sector Company Participation Total

BPM ITS ER&D SPD

Delhi 9 4 13

Bangalore 5 4 3 12

Hyderabad 11 7 18

Mumbai 10 9 19

Kolkata 7 7

Pune 11 11 22

Chennai 14 16 11 41

Total 49 58 11 14 132


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 21-50iii) Top 51-200

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 2016. Concentration Ratio in the IT-BPM industry is very high with 11 players contributing to more than 40% of the revenue.

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

10

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.

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:

• Associate - Customer Care (Non-voice), Associate - CRM Customer Relationship Management (CRM)


• Associate – Editorial, Associate - DTP Editorial and Desktop Publishing (DTP)


• Associate - Clinical Data Management, Associate - Medical Transcription Health Services

• Associate – Recruitment, Associate - HRO Human Resource Outsourcing (HRO)

• Analyst - Research Knowledge Services - Research

• Associate - Learning Learning

• Document Coder/Processor, Legal Associate Legal Services

• Associate - SCM Supply Chain Management

Table 3: Location wise Participation

Location Participation Top 20 21-50 51-200

Delhi 9 3 1

Bangalore 5 1

Hyderabad 11 2 1

Mumbai 10 1

Chennai 14 1 1

Total 35 7 1 3


2.3 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 4: Occupation wise Participation

Occupation QP feedbackFeedback received Total no. of

companiesTop 20 companyHandout Email

Analytics Associate- Analytics

8 1 8 Genpact

Customer Relationship

Associate CRM 11 11 Tech Mahindra WIPRO HCL

Associate Customer Care (Non-Voice)

16 1 15 WIPRO Tech Mahindra

Finance and Accounting (F&A)

Associate F&A Complex

9 1 7 WIPRO

Associate Transactional F&A

11 7

Total Total responses 55 3

Table 5: NOS Mapping

Occupation CRM Analytic Finance & Accounting

QP ---> Associate Customer Care

(NV)

Associate CRM

Associate Analytics

Associate Transac

-tional F&A

Associate - F&A Complex

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

12


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.


Occupation CRM Analytic Finance & Accounting

N 2302 Y

N 2303 Y

N 2304 Y

N 2305 Y

N 2306 Y

N 2307 Y

N 2309 Y

N 2310 Y


2.5 TAT Workshop Feedback

2.5.1 Matrix Structure

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.

Figure 10: Matrix Structure Feedback

Transportation & Logistics

Education (e-Education &

Classroom Education)

Retail / E- Commerce

Payments & Capital Markets

Energy & Utilities

Indu

stry

Ve

rtic

als

Occ

upat

ions

Risk Management

Editorial & Desktop Publishing Content Management

Learning & Delivery

Internet of Things/ Social Media

Emerging Verticals

Emerging Horizontals

Industry Verticals BFSI Government Media and

Entertainment Travel &

Hospitality Telecom Retail Healthcare Pharma Energy

Construction & Heavy

Engg. (C&HE)

Occ

upat

ions

in th

e B

PM S

ub-s

ecto

r

Analytics

Customer Relationship Management

Editorial and Desktop Publishing

Finance & Accounts

Health Services

Human Resource Outsourcing

Knowledge Process Outsourcing (KPO)-Research

Learning

Legal Processing Outsourcing

Supply Chain Management

Emerging Verticals

Emerging Occupations

14

2.5.2 Career Maps

Analytics

Figure 11: Feedback- Analytics

Manager - MIS - Reporting

Manager - Modelling and

Analysis

Process Lead/Sr Specialist

- Modelling and Analysis

Business Manager/AVP/VP - MIS - Reporting

Business Manager/AVP/VP - Modelling and

Analysis

MIS – Reporting Business Intelligence Modelling and Analysis

Head of Geographical Unit/Head of Sales/BD

Head of Company

Associate – Analytics (SSC/ Q 2101)

Team Leader - MIS - Reporting

Process Expert/Specialist - Modelling and

Analysis

Team Leader - Modelling and

Analysis

Head of Analytics

Senior Associate - MIS - Reporting

Senior Associate - Modelling and

Analysis

Leadership Level

Middle

Level Entry Level

Tracks

Data Visualization Skills

Recommendations based on workshop feedback


Career Map for Customer Relationship Management

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 Email 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.

Business Manager/AVP/VP -

Customer Care (Non-Voice)

Business Manager/AVP/VP

Head- Customer Care (Voice)

Business Manager/AVP/VP - Sales/ Telesales

Customer Care (Non-Voice) Customer Care (Voice) Sales/Telesales

Senior Associate- Sales/ Telesales

Senior Associate- Customer Care

(Voice)

Senior Associate- Customer Care

(Non-Voice)

Associate–CRM (SSC/ Q 2202)

Associate – Customer Care

(Non-Voice) (SSC/ Q 2201)

Manager- Customer

Care (Non-Voice)

Process Lead/ Senior

Specialist - Customer

Care (Non-Voice)

Manager- Customer

Care (Voice)


Specialist - Customer

Care (Voice)

Manager- Sales/

Telesales


Specialist - Sales/

Telesales

Process Expert/

Specialist- Customer

Care (Non-Voice)

Team Leader- Customer

Care (Non-Voice)

Process Expert/

Specialist- Sales/

Telesales

Team Leader- Sales/

Telesales

Process Expert/

Specialist- Customer

Care (Voice)

Team Leader- Customer

Care (Voice)


Head of Company

Head of Customer Care

Leadership Level

Middle

Level Entry Level

Tracks

16

Figure 13: Feedback- Customer Relationship Management (2/2)

Manager - Collections (Business to Customer)

Manager - Technical Support/

IT Helpdesk

Process Lead/Sr Specialist

- Technical Support/ IT Helpdesk


- Collections



Technical Support/ IT Helpdesk Collections (Business to Customer)


Head of Company

Associate–CRM (SSC/ Q 2202)

Team Leader - Collections (Business to Customer)

Process Expert/Specialist


Team Leader - Technical Support/

IT Helpdesk

Head of Customer Care

Senior Associate - Collections (Business to Customer)

Senior Associate - Technical Support/

IT Helpdesk

Leadership Level

Middle

Level Entry Level

Tracks

Subject matter expert to be introduced at middle level

Subject matter expert to be introduced at middle level


Finance and Accounting

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.

Manager - TP

Manager – A&A


Specialist – A&A


Specialist - TP

Manager - Credit Analysis


Specialist - Credit Analysis

Manager –

Reporting


Specialist -

Reporting

Manager – FP&A


Specialist – FP&A

Team Leader - Credit Analysis

Process Expert/

Specialist - Credit Analysis

Process Expert/

Specialist - TP

Team Leader - TP

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


- TP


– A&A

Business Manager/ AVP/VP

- Credit Analysis


- Reporting


– FP&A

Senior Associate - TP

Senior Associate - Credit Analysis

Senior Associate - Reporting

Senior Associate - FP&A

Senior Associate

– Audit

Senior Associate

– Accounting

Associate -Transactional F&A

(SSC/ Q 2301)

Associate - F&A Complex (SSC/ Q 2302)

Credit Analysis

Transaction Processing (TP) - Includes B2B

collections

Reporting Audit and Accounting (A&A)

Financial Planning and

Analysis (FP&A) - includes Budgeting

& Forecasting


Head of Company

Head of F&A

Leadership Level

Middle

Level Entry Level

Tracks

Click on the Job Role/ QP to see the respective Career Path

18

Editorial and Desktop Publishing

Figure 15: Feedback- Editorial and Desktop Publishing


• 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.

Editorial Desktop Publishing (DTP) and Design


Head of Company

Head of Editorial and DTP Operations

Leadership Level

Middle

Level Entry Level

Tracks

Manager - DTP

Manager - Editorial

Team Leader - DTP

Team Leader - Editorial

Senior Associate - DTP

Senior Associate - Editorial

Associate – DTP

(SSC/ Q 2702)

Associate – Editorial

(SSC/ Q 2701)

Content and Design Management


Health Services

Figure 16: Feedback- Health Services


• 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.


Head of Company

Head of Health Services

Leadership Level

Middle

Level Entry Level

Tracks

Manager - Medical

Transcription

Manager - Clinical Data Management

Team Leader - Medical

Transcription

Team Leader - Clinical Data Management

Senior Associate - Medical

Transcription

Senior Associate - Clinical Data Management

Associate – Medical

Transcription (SSC/ Q 2402)

Associate – Clinical Data Management

(SSC/ Q 2401)

Clinical Data Management Medical Transcription Claims Management and

Insurance

Business Manager/AVP/VP Health Services

20

Human Resource Outsourcing

Figure 17: Feedback- Human Resource Outsourcing


• 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.

Head of Geographical Unit/ Head of Sales/BD

Head of Company

Head of HRO

Leadership Level

Middle

Level Entry Level

Tracks

Manager - L&D Manager - Recruitment

Business Manager/AVP/VP - HRO

Manager - ER Manager - C&B

Team Leader - L&D Team Leader - Recruitment Team Leader - ER Team Leader- C&B

Senior Associate - L&D

Senior Associate - Recruitment

Senior Associate - ER

Senior Associate - C&B

Associate – Recruitment

(SSC/ Q 2501)

Associate – HRO (SSC/ Q 2502)

Recruitment Learning and Development (L&D)

Compensation and Benefits Management

(C&B)

Employee Relations (ER)

Employee Engagement


Knowledge Services – Research

Figure 18: Feedback- Knowledge Services – Research


Head of Company

Head of Research

Leadership Level

Middle

Level Entry Level

Tracks

Specialists/Project Manager - IB

Research

Specialists/Project Manager - Research

Associate Project Manager - IB

Research

Associate Project Manager - Research

Senior Analyst - IB Research

Senior Analyst - Research

Market Intelligence

Secondary Research & Market Research

Investment Banking (IB) Research

Business Manager/AVP/VP - Research

Analyst – Research (SSC/ Q 2601)

Business Intelligence

22

Learning

Figure 19: Feedback- Learning


• Learning and delivery should be an entry level track. Delivery person can move into content management and instructional design but cannot be vice versa.


Head of Company

Head of Learning

Leadership Level

Middle

Level Entry Level

Tracks

Manager - Instructional Design

Manager - Content Management

Team Leader - Instructional Design

Team Leader - Content

Management

Senior Associate - Instructional Design

Senior Associate – Content

Management

Content Management Instructional Design Learning and Delivery

Associate – Learning (SSC/ Q 2801)


Legal Services

Figure 20: Feedback- Legal Services


• 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.


Head of Company

Head of Legal Services

Leadership Level

Middle

Level Entry Level

Tracks

Process Lead/Senior

Specialist – Legal Services

Manager- Legal Services

Process Expert/ Specialist – Legal

Services

Team Leader – Legal Services

Legal Services

Business Manager/AVP/VP – Legal Services

Document Coder/ Processor

(SSC/ Q 2901)

Senior Legal Associate

Legal Associate (SSC/ Q 2902)

24

Supply Chain Management

Figure 21: Feedback- Supply Chain ManagementLearning


Head of Company

Head of SCM

Leadership Level

Middle

Level Entry Level

Tracks

Manager – S&F Manager -

Procurement Operations

Team Leader – S&F

Business Manager/AVP/VP - S&F

Senior Associate - Procurement Operations

Associate – SCM (SSC/ Q 3001)

Business Manager/AVP/VP – Procurement Operations

Process Lead/ Senior Specialist -


Team Leader - Procurement Operations

Process Expert/ Specialist -


Process Lead/Senior

Specialist - S&F

Process Expert/ Specialist – S&F

Senior Associate – S&F

Sourcing Procurement Operations (including Strategic Sourcing)

Sales and Fulfillment (including Inventory Management)


2.5.3 Movement to other Occupations, Sub-sectors and Industries

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.

Banks, Retail, Insurance, Manufacturing ITS – Software Engineer KPO Analytics

Internal Technical Support in any industry

IT Service Helpdesk, SPD – Technical Support

SCM, F&A (TP&FP), Collections

Customer Relationship Managemnt

Banks, Insurance Companies, Manufacturing, Retail

ITS, SPD (as SMEs) Analytics, KPO, SCM Finance and accounts

Publishing Learning IS/SPD (Technical Writing) Support roles for other occupations Editorial and DTP

Labs, Pharma Companies ITS (as SMEs) Analytics, KPO Health Services

HR Transactions in any Industry ITS, SPD (as SMEs) Analytics, KPO Human Resource

Outsourcing

Business Consulting ITS (IT Consulting) Analytics Learning

Publishing, Learning ITS/SPD (Technical Writing)

Support roles for other occupations

Knowledge Process Outsourcing (KPO) -

Research

Banks, Insurance (legal support) SPD - IPR HRO –

Employee Relations Legal Process Outsourcing

Banks, Insurance Companies, Credit card companies

- CRM, Analytics Collections

Manufacturing, Retail ITS (as SMEs) Analytics, KPO, F&A Supply Chain Management (SCM)

Occupation To other occupations To other sub-sectors To other Industries

Horizontal Movements

26

2.5.4 Summary of Feedback in workshops

The figure below provides a summary of feedback received during BPM sub-sector workshops across locations:

Figure 23 : Summary of Feedback – BPM sub sector

1 2

3

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


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.

Figure 24: Identified High Demand Occupations

• Software Developer, UI Developer, Web Developer, Media Developer, Technical Writer, Language Translator, Engineer Trainee Application Development

• Deployment Engineer, Engineer Trainee Application Deployment

• Application Maintenance Engineer Application Maintenance


• Analyst IT Consulting

• Engineer - Technical Support (Level 1) IT Support Services/Help Desk

• Infrastructure Engineer, Systems Trainee/Engineer Trainee Infrastructure Management Services (IMS)

• Security Analyst, Security Trainee (Security Engineer) Information Security

• Sales and Pre-sales Analyst Sales and Pre-sales

• Test Engineer, QA Engineer, Engineer Trainee Testing and QA

28


A summary of workshops for the ITS sub sector held across 7 locations is provided in the table below:

Table 7: TAT Workshop- List of Feedbacks Received for Validation

Occupation QP feedback Feedback received Total no. of companies

Top 20 companyHandout Email

IT Consulting Analyst 3 2 -

Data Scientist Junior Data Associate

10 1 9 Cyient

Information Security

Security Analyst 6 1 6 Tech Mahindra, Aegis, WIPRO

Application Development

Language Translator

3 3 -

Media Developer 2 2 -

Software Developer

13 1 13 Cyient, Aegis, Cognizant, TCS

Technical Writer 3 3 Cyient

UI Developer 8 6 TCS

Web Developer 6 4 Cyient, Capgemini

Total 54 3

Table 6: TAT Workshop- List of Participants


Delhi 4 - 1 -

Bangalore 4 - - 1

Hyderabad 7 2 -

Mumbai 9 1 1 1

Kolkata 7 - - -

Pune 11 3 - 4

Chennai 16 1 - -

Total 58 7 2 6


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.


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.


Occupation Application Development Information Security

Data Scientist

QP ---> Software Developer

UI Developer

Web Developer

Media Developer

Technical Writer

Language Translator

Security Analyst

Junior Data Associate

N 9001 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

30



Infrastructure Management Services(IMS) and Information Security are seeing a lot of movement in terms of skill development as well as revenue potential.



• 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

Industry Verticals Manufacturing BFSI Media and

Entertainment Education Telecom Government Retail Health Care

Construction & Heavy

Engg. (C&HE)

Occ

upat

ions

in th

e IT

S Su

b-se

ctor


Application Deployment

Application Maintenance

Data scientists

IT Consulting

IT Services Management (ITIL)

Infrastructure Management Services


Project Management

Sales & Pre Sales

Solution Architecting

Testing & Quality Assurance

IT Support Services/Helpdesk

Emerging Verticals


Note: All the Horizontals - Occupations, Tracks and Job Roles cut across the Industry Verticals.


• 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.


Energy & Resources

Food and Agriculture

Hospitality, Travel & Tourism


Transport-ation & logistics

Auto- motive

Life sciences

Real estate

Indu

stry

Ve

rtica

ls

Occ

upat

ions

Automation Services which cuts across multiple sectors

User Interface/User Experience

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 Verticals



Application Maintenance- IT Services and IT Support Services

32

3.5.2 Career Maps


Figure 27: Feedback - Application Development


• 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.

Architect

Senior Language Translator

Senior UI Developer

Senior Web

Developer

Senior Technical Document

Writer

Senior Software

Developer

Senior Functional Developer

Senior Media

Developer

Media Developer UX Designer/Multimedia

Develop/ UX Developer (SSC/ Q 0504)

Language Translator (SSC/ Q

0506)

UI Developer Designer (SSC/ Q

0502)

Web Developer (SSC/ Q

0503)

Technical Writer

(SSC/ Q 0505)

Software Developer Application Developer

(Mobile Application Development) (SSC/ Q 0501)

Engineer Trainee UI / UX Developer/ Trainee

(SSC/ Q 0507)

Software Development

(Web Developer)

Functional Develop-

ment

UI Develop-ment

Language/ Translation

Technical Document-

ation

Web Develop-

ment Media Development

Team Leader/ Application Architect/ Web Solution Developer

Offering Lead/ Domain Lead

Head of Company/CEO

Delivery Lead

CXOs (COO/CFO/ CTO etc.)

Movement to other Occupations such as Project Management

Leadership Level

Middle

Level Entry Level

Tracks



Figure 28: Feedback - Application Deployment


• 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.


Head of Company/ CEO COO/CTO/CIO

Head of Application Deployment

Leadership Level

Middle

Level Entry Level

Tracks

Team Lead - Deployment

Deployment Lead

Sr. Deployment Engineer/ Team Lead Deployment

Deployment Engineer Implementation Engineer (SSC/ Q 0301)

Engineer Trainee (SSC/ Q 0507)


34


Figure 29: Feedback - Application Deployment


• The career map for the occupation can be merged with IT support services/ maintenance.


Head of Company/ CEO

Head of Application Maintenance

Leadership Level

Middle

Level Entry Level

Tracks

Project Lead -Application Maintenance

Project/ Program Manager

Team Lead- Application Maintenance

Sr. Maintenance Engineer

Application Maintenance Engineer (SSC/ Q 0201)



Data Scientists

Figure 30: Feedback – Data Scientists


• 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.


Lead – Data Scientist

Ass. Data Scientist

Sr. Data Scientist

Junior Data Associate (SSC/Q 0401)

Data Scientist Data Analyst/Engineer

Leadership Level

Middle

Level Entry Level

Tracks

Offering Lead Chief Data Scientist/ Domain Lead

Cross Functional Skills

36

IT Consulting

Figure 31: Feedback – IT Consulting


• 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.

Practice Lead

Head of Company/CEO

Partner/Sr. Executive/Managing Director

Leadership Level

Middle

Level Entry Level

Tracks

Manager – Business Domain

Manager – Technical Domain

Business Consultant Consultant

Sr. Manager/Director

Analyst (SSC/Q0701)

Technical Functional

Solution Architect


IT Services Management

Figure 32: Feedback – IT Services Management


Infrastructure Services Lead

Leadership Level

Middle

Level Entry Level

Tracks

Sr. Expert IT Service Management

IT Service Management Expert

Lead IT Service Management

There are no entry level Job roles for this occupation. The Entry is through IMS IT

Support Services etc.

IT Service Management Expert

Offering Lead/ Domain Lead Chief Technology Officer (CTO)

38

IT Support Services/ Helpdesk

Figure 33: Feedback – IT Support Services/ Helpdesk

Leadership Level

Middle

Level Entry Level

Tracks

Team Lead – Technical Support (Level 1)

Sr. Engineer – Technical Support (Level 1)

Engineer – Technical Support (Level 1) (SSC/ Q 0101)

IT Support Services/Helpdesk

This can be merged with Application

Maintenance

CIO

Head of Company/CEO CTO

IT Operations Manager



Figure 34: Feedback – Information Security


• 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.

Leadership Level

Middle

Level Entry Level

Tracks

Management - Incident

Management

Team Lead - Incident

Management

Security Analyst (SSC/ Q 0901)

Engineer/ Specialist – Risk, Audit

and Compliance

Engineer/ Specialist – Application

Security

Engineer/ Specialist –

Security Testing


Incident Management


BCP/DR


Network Security


Privacy

Engineer/ Specialist –Forensics


Risk, Audit and

Compliance

Application Security

Security Testing

Incident Management BCP/DR

Network Security

Management Privacy IT Forensics

CIO/Offering Lead/Domain Lead

Head of Company/CEO

CISO Head Information Services

Information Security Expert/Location Information Security In-charge

CEO can be changed to CIO

40

Project/ Program Management

Figure 35: Feedback – Project/ Program Management

Leadership Level

Middle

Level Entry Level

Tracks

Client Relationship Manager Engagement Manager

Module Leader

Sales and Pre-Sales/ Marketing

Project/Program Management

Domain Lead/Offering Lead

Head of Company/CEO COO

Delivery Lead Head

Client Account Lead Account Manager/

Account Lead

Program Manager

Project Manager

PMO- Associate (Admin Role Only – this does

not indicate a natural movement to the role above

No Entry Level Roles for this occupation, entry to this occupation is typically through experienced professionals from Application Development, IMS, Testing and QA, etc.

Leadership Level needs to start from

Domain Lead onwards


Sales and Pre-sales

Figure 36: Feedback – Sales and Pre-sales

Head Sales and Pre-sales

Head of Company/CEO

Zonal Head – Sales and Pre-sales

Leadership Level

Middle

Level Entry Level

Tracks

Senior Business

Development Manager

Senior Relationship

Manager

Business Development

Manager

Relationship Manager

Client Relationship Manager/ Chief Alliance Manager/Client Partner

Sales and Pre-Sales Analyst

(SSC/ Q 1101)

Marketing and Digital Marketing

Relationship Management

Project/Program Management

Business Development

There should be three distinct

career maps for Sales,

Pre-Sales and Digital Marketing

Sales and Pre-sales can be

reworded to Sales and Marketing

Entry level roles depend on

industry requirements

42


Figure 37: Feedback – Solution Architecting

Leadership Level

Middle

Level Entry Level

Tracks

Technical Architect (Solution/DB/Application)

Solution Designer



Chief Solutions Architect

Enterprise Architect

Head of Company/CEO CIO/CTO

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.


Testing and QA

Figure 38: Feedback – Testing and QA

Leadership Level

Middle

Level Entry Level

Tracks

Offering Lead/Domain Lead

Head of Company/CEO

Delivery Lead

QA Manager Head of Testing Group Manager Testing

QA Lead Testing Manager

Senior QA Engineer Team Lead- Automated Testing

Team Lead- Manual Testing

Senior Test Engineer- Automated Testing

Senior Test Engineer- Manual Testing

Manual Testing will not be valid in three years

Accessibility Testing

Test Engineer (SSC/ Q 1301)

QA Engineer (SSC/ Q 1302)


Manual Testing Automated Testing QA

Automation Testing

Engineer may be

similar to Software Engineer

Head of Quality Assurance

44

3.5.3 Movement to other Occupations, Sub-sectors and Industries

Figure 39: Movement to other Occupations, Sub-sectors and Industries


• 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.

Statistics/MIS/Analytics specific roles in any

industry

IT specific roles in any industry

SPD, BPM, ERD

IT Consulting, Project Management, Sales and Pre-sales, Testing and QA, Application Maintenance, Application

Deployments, IMS, Information Security



SPD, BPM, ERD

Project Management, Sales and Pre-sales, Testing and QA, Application Outsourcing


BPM N/A Data scientists


SPD, BPM, ERD

Project Management, Sales and Pre-sales, Testing and QA, Application Development, Application Deployment


N/A SPD Sales and Pre-sales, Project Management, Application Development IT Consulting

IT Support roles in any industry SPD Project Management, IMS, IT Support Services/Helpdesk,

Solution Architecting IT Services

Management (ITIL)

IT Support roles in all industries BPM IT Consulting, Application Deployment, Application

Outsourcing, Hardware Deployment, IMS IT Support

Services/Helpdesk

Infrastructure department in all industry, Esp. Media,

telecom, BFSI etc.

SPD, BPM, ERD

IT Consulting, Project Management, Sales and Pre-sales, testing and QA, Application Outsourcing, IT Service Management, Application Deployment, IT Support

Services/Helpdesk, Information Security

Infrastructure Management

Services (IMS)

Information Security roles in any industry esp. BFSI,

Media, Telecom etc. SPD, BPM

IT Consulting, Project Management, Sales and Pre-sales, Application Development, Testing and QA, IMS, IT Support

Services Information Security

All services industries SPD, BPM, ERD IT Consulting, Sales and Pre-sales, Project Management

Project Management/ Program

Management

All industries SPD, BPM IT Consulting, Project Management, Application Development Sales & Pre Sales

Occupation To other occupations To other

sub-sectors To other Industries

Horizontal Movements



The figure below provides a summary of feedback received during ITS sub-sector workshops across locations:

Figure 40: Summary of Feedback – ITS sub sector

1 2

3

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

46

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.

Figure 41: Identified High Demand Occupations


A summary of workshops for the ER&D sub sector held in Pune is provided in the table below:

Selected High Demand occupations

• Design Engineer – EA, Engineer Trainee Engineering Analysis

• Hardware Engineer, Engineer Trainee Hardware Development

• Software Engineer, Engineer Trainee Software Development

• Design Engineer, Engineer Trainee Product Engineering Design

• Design Engineer – PMS, Engineer Trainee Product Manufacturing Support

• Market Research Associate, Management Trainee Product Marketing

• Engineer - PLM Product Lifecycle Management

• Tester/Test Engineer – Software, Engineer Trainee Software Testing

• Tester/Test Engineer – Hardware, Engineer Trainee Hardware Testing

• Quality Engineer, Engineer Trainee Quality Assurance and Engineering

• Technical Writer Technical Documentation/Writing

• Associate Operations Engineer, Associate Network Engineer Technical Support



Pune 9 11 1 2

Total - 11


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 Software Development

Engineering Analysis

Product Lifecycle Management

Software Testing

QP ---> Software Engineer

Design Engineer

Engineer PLM 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





Design Engineer 2 1 3 -


Associate CRM 5 5 -


Software Engineer

11 2 6 -

Total responses 11 3

48


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.




Industry Verticals

Occ

upat

ions

in th

e ER

D S

ub-s

ecto

r

Telecom Automotive Semi-Conductor

Consumer Electronics Aerospace

Construction & Heavy Engg.

(C&HE)

Medical Devices

Energy Utilities


Hardware Development


Product Engineering Design

Product Manufacturing Support

Product Marketing

Product Lifecycle Management (PLM)

R&D

Software Testing

Hardware Testing

Quality Assurance & Engineering

Technical Documentation

Emerging Verticals


Technical Support



4.5.2 Career Maps


Figure 44: Feedback- Quality Assurance & Engineering

Industry Verticals

Organised Retail

General Manufacturing

Civil & Architecture


Medical Devices

Healthcare Defense

Occ

upat

ions

Project and Program Management (may overlap with ITS sub-sector)

System Engineering

Reliability Engineer

Product Engineering Design

Product Marketing Product Marketing and Sales

Data Science/Analytics

Emerging Verticals


Head of Sales/Business Development

Head of Company

Head of QA

Leadership Level

Middle

Level Entry Level

Tracks

Senior Manager - Quality

Manager Quality

Team Lead Quality

Senior Quality Engineer

Director Quality

Quality Engineer (SSC/Q 4801)

Engineer Trainee (SSC/Q 4202)

Quality Assurance & Engineering

Click on the Job Role/QP to see the respective Career Path

50

5. Software ProductDevelopment (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.

Figure 45 : Identified High Demand Occupations


A summary of workshops for the SPD sub sector held in Chennai and Bangalore is provided in the table below:



Chennai 11 1 0 2

Bangalore 3 0 0 0

Total 14

Selected High Demand occupations


5.3 NOS Mapping

The Job Roles in the SPD 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.




Integration & Deployment

Support Engineer 0 1 1 Aegis

Testing & Quality Assurance

Test Engineer 4 2 5 Aegis

QA Engineer 6 0 5 NA

Product Development & Delivery

Software Developer

8 1 8 NA

Media Developer 5 0 4 NA

Total responses 23 4


Occupation Application Development Information Security

Data Scientist

QP ---> Software Developer

UI Developer

Web Developer

Media Developer

Technical Writer

Language Translator

Security Analyst







N 0501 Y

N 0502 Y

N 0503 Y

N 1301 Y Y

N 1302 Y

N 1303 Y

N 1304 Y

N 0301 Y Y

N 0302 Y Y

N 0303 Y Y

N 0304 Y Y

52


Post feedback collation for the job roles in the SPD 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.



Figure 46 : Matrix Structure


Participants mentioned that Energy & resources (Oil & Gas), Tourism & Hospitality, Logistics/ Transportation (Ecommerce) could be added as new verticals. Participants suggested that Cloud Computing and Cloud Architechture are Emerging occupations.

Retail Industry Verticals

Occ

upat

ions

in th

e SP

D S

ub-s

ecto

r

Manufacturing BFSI Media and Entertainment Government Telecom

Construction & Heavy Engg.

(C&HE)

Health Care Education

Integration & Deployment

Legal

Product Documentation

Product development and Delivery

Project Management


Product Research and Design

Product Packaging

Product Support

Sales & Marketing/Business Development

Testing & Quality assurance

Emerging Verticals


Transition


5.5.2 Career Maps

Figure 47: Feedback- Product Management


• No entry level job role is required for Designing i.e. Design Engineer

• Language Translation & Product Documentation can be moved to Product Packaging

Key Product Manager

Solutions Architect Program Manager -Product Development/Delivery

Senior Product

Executive

Sr. Design

Engineer

Manager- Product Development/Delivery Manager- Product Documentation

Head Products Division/ Offering/Domain

Head of Company

Delivery Lead / Head - Product Development

Leadership Level

Middle

Level Entry Level

Tracks

Team Lead- Software

Development

Team Lead- Functional

Development

Team Lead- UI

Development

Team Lead- Media & Web Development

Team Lead- Language/ Translation

Team Lead- Technical Writing/

Documentation

Sr. Software Developer

Sr. Functional Developer

Sr. UI Developer

Sr. Media & Web Developer Sr. Translator Sr. Technical

Writer

Product Executive (SSC/ Q

6501)

Design Engineer (SSC/ Q

6601)

Software Developer (SSC/ Q 6702)

Media & Web Developer

(SSC/ Q 6703)

Language Translator

(SSC/ Q 6802)

Technical Writer (SSC/ Q 6801)


Product Manager

Team Lead-

Product Design

Product Lifecycle

Mgmt

Web Devp.

Software Devp.

Functional Devp. UI Devp. Media

Devp. Language/ Translation

Technical Writing/ Documentation

Product Research

and Design

54

Figure 48: Feedback- Testing & Quality Assurance

Summary of Feedback:• QA Engineer is not recognized as an entry level job role currently in the industry.

• Participants indicated that Quality Assurance ideally comes under a CTO or COO and not a delivery lead.

• The need for a Test Architect depends on the size of the organization and is not always needed in smaller organizations.

Leadership Level

Middle

Level Entry Level

Tracks

Domain Lead/ Offering Lead

Head of Company

Team Lead - QA Team Lead- Technical Testing

Team Lead – Functional Testing

Sr. QA Engineer Sr. Test Engineer- Technical Testing

Sr. Test Engineer- Manual Test


Manual Testing Automated Testing QA

Manager QA May not always be needed Test Architect

Head of Testing and Quality Assurance

Delivery Lead CTO/ COO

Test Engineer (SSC/ Q 7001)

QA Engineer (SSC/ Q 7002)

Cannot be an entry level job roles



The figure below provides a summary of feedback received during ER&D and SPD sub-sector workshops across locations:

Figure 49: Summary of Feedback – ER&D and SPD sub sector

1 2

3

Emerging Horizontals (ER&D): • Project / Program Management • System Engineer • Reliability Engineer • Product marketing > Product marketing and Sales • Data Science / Analytics

Other Observations: • Cloud Computing and Cloud Architecture were identified as emerging

occupations in the SPD sub-sector

Emerging Verticals: ER&D: • Organised Retail • General manufacturing • Food & Agriculture • Civil & Architecture • Medical Devices > Healthcare

SPD: • Energy & Resources • Tourism & Hospitality • E-Commerce

56

AnnexuresAnnexure A: Workshop Schedule

Annexure B: Summary of change in NOS

Table 1: QP Validation- Workshops Schedule

Sub Sector Representation

Location BPM ITS ER&D SSC NASSCOM Deloitte

Delhi- NCR 6th Oct 2015

7th Oct 2015

Dr. Sandhya Chintala Karan Ramchandani Jannat Garg Karishma Kumar

B. Arvind Raghav Rakesh Neha Yadav

Hyderabad 13th Oct 2015

14th Oct 2015

Dr. Sandhya Chintala Satish Kumar

B. Arvind S. Badrinarayanan

Bangalore 27th Oct 2015

28th Oct 2015

Udaya Shankar B. Arvind Chinmay Mohapatra

Mumbai 20th Oct 2015

21st Oct 2015

Avneet Bajaj Yudhisther Yadav

B. Arvind Neha Yadav

Kolkata 6th Nov 2015

Karan Ramchandani Subhojit Ganguly

B. Arvind Anurag Satpathy

Chennai 29th Jan 2016

29th Jan 2016

Avneet Bajaj B. Arvind Arjun Charles

Pune 24th Nov 2015

24th Nov 2015

Avneet Bajaj Yudhisther Yadav

B. Arvind S. Badrinarayanan

Table 2: Summary of NOS Change- BPM sub-sector

Qualification Pack

NOS Mapping

No. of P.C.

% change in P.C.

Editorial changes (Yes/ No Change)

Versioning Revised Versioning

Associate: Customer Care (Non-voice)

N 3003 12 0 N.C. 1.0 1.0

N 9001 9 0 5 - -

N 9002 8 0 1 - -

N 9003 7 0 N.C. - -

N 9004 9 0 N.C. - -

N 9005 8 0 N.C. - -


Table 2: Summary of NOS Change- BPM sub-sector

Associate: CRM N 3001 11 0 N.C. 1.0 1.0

N 3002 12 0 2 1.0 1.0

N 3003 12 0 N.C. 1.0 1.0

N 2308 11 9 N.C. 1.0 1.01

N 9001 9 0 5 - -

N 9002 8 0 1 - -

N 9003 7 0 N.C. - -

N 9004 9 0 N.C. - -

N 9005 8 0 N.C. - -

Associate: Analytics

N 0703 10 0 N.C. 1.0 1.0

N 2101 12 8 N.C. 1.0 1.01

N 9001 9 0 5 - -

N 9002 8 0 1 - -

N 9003 7 0 N.C. - -

N 9004 9 0 N.C. - -

N 9005 8 0 N.C. - -

Associate: Transactional F&A

N2302 12 0 N.C. 1.0 1.0

N2303 11 0 N.C. 1.0 1.0

N2304 12 0 N.C. 1.0 1.0

N2305 8 0 N.C. 1.0 1.0

N2306 13 0 N.C. 1.0 1.0

N2307 10 0 N.C. 1.0 1.0

N2309 13 0 N.C. 1.0 1.0

N 9001 9 0 5 - -

N 9002 8 0 1 - -

N 9003 7 0 N.C. - -

N 9004 9 0 N.C. - -

N 9005 8 0 N.C. - -

Associate: F&A Complex

N0703 10 0 N.C. 1.0 1.0

N2310 23 0 N.C. 1.0 1.0

N 9001 9 0 5 - -

N 9002 8 0 1 - -

N 9003 7 0 N.C. - -

N 9004 9 0 N.C. - -

N 9005 8 0 N.C. - -

58

Table 3: Summary of NOS Change- ITS sub-sector

Qualification Pack

NOS Mapping

No. of P.C.

% change in P.C.



Software Developer

N 9001 9 0 Yes - -

N 9002 8 0 Yes - -

N 9003 7 0 N.C. - -

N 9004 9 0 N.C. - -

N 9005 8 0 N.C. - -

N 0501 8 0 Yes 1.0 1.0

N 0502 8 0 Yes 1.0 1.0

UI Developer N 9001 9 0 Yes - -

N 9002 8 0 Yes - -

N 9003 7 0 N.C. - -

N 9004 9 0 N.C. - -

N 9005 8 0 N.C. - -

N 0501 8 0 Yes 1.0 1.0

N 0502 8 0 Yes 1.0 1.0

N 0503 8 0 Yes 1.0 1.0

Web Developer N 9001 9 0 Yes 1.0 1.0

N 9002 8 0 Yes - -

N 9003 7 0 N.C. - -

N 9004 9 0 N.C. - -

N 9005 8 0 N.C. - -

N 0501 8 0 Yes 1.0 1.0

N 0503 8 0 Yes 1.0 1.0

Technical Writer N 9001 9 0 Yes - -

N 9002 8 0 Yes - -

N 9003 7 0 N.C. - -

N 9004 9 0 N.C. - -

N 9005 8 0 N.C. - -

N 0505 13 0 N.C. 1.0 1.0

Language Translator

N 9001 9 0 Yes - -

N 9002 8 0 Yes - -

N 9003 7 0 N.C. - -

N 9004 9 0 N.C. - -

N 9005 8 0 N.C. - -

N 0504 14 0 N.C. - -

Security Analyst N 9001 9 0 Yes - -

N 9002 8 0 Yes - -

N 9003 7 0 N.C. - -


Table 4: Summary of NOS Change- ER&D sub-sector

Qualification Pack

NOS Mapping

No. of P.C.

% change in P.C.



Software Engineer

N 9001 9 0 Yes - -

N 9002 8 0 Yes - -

N 9003 7 0 N.C. - -

N 9004 9 0 N.C. - -

N 9005 8 0 N.C. - -

N 0502 8 0 Yes 1.0 1.0

N 0703 12 0 Yes 1.0 1.0

N6004 10 0 N.C. 1.0 1.0

Design engineer

N 9001 9 0 Yes - -

N 9002 8 0 Yes - -

N 9003 7 0 N.C. - -

N 9004 9 0 N.C. - -

N 9005 8 0 N.C. - -

N 0703 10 0 N.C. 1.0 1.0

N 4202 12 0 N.C. 1.0 1.0

Engineer PLM

N 9001 9 0 Yes - -

N 9002 8 0 Yes - -

N 9003 7 0 N.C. - -

N 9004 9 0 N.C. - -

N 9005 8 0 N.C. - -

N 0703 10 0 N.C. 1.0 1.0

N 4303 11 0 Yes 1.0 1.0

Table 3: Summary of NOS Change- ITS sub-sector

N 9004 9 0 N.C. - -

N 9005 8 0 N.C. - -

N 0901 11 9 Yes 1.0 1.0

N 0902 12 8 N.C. 1.0 1.0

N 0903 10 0 N.C. 1.0 1.0

N 0904 9 0 N.C. 1.0 1.0

N 0905 8 12 N.C. 1.0 1.01


N 9001 9 0 Yes - -

N 9002 8 0 Yes - -

N 9003 7 0 N.C. - -

N 9004 9 0 N.C. - -

N 9005 8 0 N.C. - -

N 2102 13 0 Yes 1.0 1.0

60

Table 5: Summary of NOS Change- SPD sub-sector

Qualification Pack

NOS Mapping

No. of P.C.

% change in P.C.



Support Engineer

N 0301 15 0 N.C. 1.0 1.0

N 0302 15 0 N.C. 1.0 1.0

N 0303 7 0 N.C. 1.0 1.0

N 0304 11 0 N.C. 1.0 1.0

N 9001 9 0 Yes - -

N 9002 8 0 Yes - -

N 9003 7 0 N.C. - -

N 9004 9 0 N.C. - -

N 9005 8 0 N.C. - -

Test Engineer

N 1301 13 0 N.C. 1.0 1.0

N 1302 9 0 N.C. 1.0 1.0

N 1303 10 0 N.C. 1.0 1.0

N 9001 9 0 Yes - -

N 9002 8 0 Yes - -

N 9003 7 0 N.C. - -

N 9004 9 0 N.C. - -

N 9005 8 0 N.C. - -

QA Engineer

N 1304 12 0 N.C. 1.0 1.0

N 9001 9 0 Yes - -

N 9002 8 0 Yes - -

N 9003 7 0 N.C. - -

N 9004 9 0 N.C. - -

N 9005 8 0 N.C. - -

Software Developer

N 0502 12 0 N.C. 1.0 1.0

N 9001 9 0 Yes - -

N 9002 8 0 Yes - -

N 9003 7 0 N.C. - -

N 9004 9 0 N.C. - -

N 9005 8 0 N.C. - -

Media Developer

N 0501 8 0 N.C. 1.0 1.0

N 0503 9 0 N.C. 1.0 1.0

N 9001 9 0 Yes - -

N 9002 8 0 Yes - -

N 9003 7 0 N.C. - -

N 9004 9 0 N.C. - -

N 9005 8 0 N.C. - -


List of Abbreviations

S.No. Name of the firm S.No. Name of the firm

ABET Accreditation Board for Engineering and Technology, Inc.

ISO International Organization for Standardization

AICTE All India Council for Technical Education IT Information Technology

ASOCIO Asian-Oceanian Computing Industry IT-BPM Information Technology- Business Process Management

CB Certifying Body MLA Multi-Lateral Arrangement

CISSP Certified Information Systems Security Professional

NAAC National Assessment and Accreditation Council

CompTIA Computing Technology Industry Association

NABCB National Accreditation Board for Certification Bodies

CSR Corporate Social Responsibility NABET National Accreditation Board for Education and Training

DAC Dubai Accreditation Centre NAC NASSCOM Assessment of Competence

DAkkS Deutsche Akkreditierungsstelle GmbH NAC-Tech NASSCOM Assessment of Competence-Technology

DGE&T Directorate General of Training NASSCOM National Association of Software and Services Companies

DNV GL Det Norske Veritas NBA National Board of Accreditation

EMS Environmental Management System NOS National Occupational Standards

FAMI QS Feed Additive and Premixture Quality System

NSDC National Skill Development Corporation

FSMS Food Safety Management Systems PCB Personnel Certifying Body

GmbH Gesellschaft mit beschränkter Haftung (Limited Liability Company)

QCI Quality Council of India

HLC Higher Learning Commission QHSE Quality, health, safety, environment

IAF International Accreditation Forum QMS Quality management System

IEC International Electrotechnical Commission

QP Qualification Pack

IEMA Institute of Environmental Management and Assessment

SSC Sector Skill Council

IRCA International Register of Certified Auditors

SSC NASSCOM

Sector Skill Council- National Association of Software and Services Companies

ISC2 Information System Security Certification Consortium, Inc

TDS Talent Demand and Supply

ISMS Information Security Management Systems

UGC University Grants Commission

62

Annexure II: List of Figures

Figure 1: Definitions of Key Terms 3

Figure 2: High Demand Occupations Identified 5

Figure 3: Definitions of Types of NOS 5

Figure 4: Performance Criteria 6

Figure 5: Knowledge & Understanding 7

Figure 6: Skills 7

Figure 7: Process Flow 9

Figure 8: Identified High Demand Occupations 10

Figure 9: Matrix Structure 13

Figure 10: Matrix Structure Feedback 13

Figure 11: Feedback- Analytics 14

Figure 12: Feedback- Customer Relationship Management (1/2) 15

Figure 13: Feedback- Customer Relationship Management (2/2) 16

Figure 14: Feedback- Finance and Accounting 17

Figure 15: Feedback- Editorial and Desktop Publishing 18

Figure 16: Feedback- Health Services 19

Figure 17: Feedback- Human Resource Outsourcing 20

Figure 18: Feedback- Knowledge Services – Research 21

Figure 19: Feedback- Learning 22

Figure 20: Feedback- Legal Services 23

Figure 21: Feedback- Supply Chain Management Learning 24

Figure 22: Movement to other Occupations, Sub-sectors and Industries 25

Figure 23: Summary of Feedback – BPM sub sector 26




Figure 27: Feedback - Application Development 32

Figure 28: Feedback - Application Deployment 33

Figure 29: Feedback - Application Deployment 34

Figure 30: Feedback – Data Scientists 35

Figure 31: Feedback – IT Consulting 36

Figure 32: Feedback – IT Services Management 37


Figure 33: Feedback – IT Support Services/ Helpdesk 38

Figure 34: Feedback – Information Security 39

Figure 35: Feedback – Project/ Program Management 40

Figure 36: Feedback – Sales and Pre-sales 41

Figure 37: Feedback – Solution Architecting 42

Figure 38: Feedback – Testing and QA 43

Figure 39: Movement to other Occupations, Sub-sectors and Industries 44

Figure 40: Summary of Feedback – ITS sub sector 45




Figure 44: Feedback- Quality Assurance & Engineering 49



Figure 47: Feedback- Product Management 53

Figure 48: Feedback- Testing & Quality Assurance 54

Figure 49: Summary of Feedback – ER&D and SPD sub sector 55


List of TablesTable 1: NOS Mapping 6

Table 2: Sub-sector wise company participation 8

Table 3: Location wise Participation 10

Table 4: Occupation wise Participation 11

Table 5: NOS Mapping 11

Table 6: TAT Workshop- List of Participants 28

Table 7: TAT Workshop- List of Feedbacks Received for Validation 28







4E-Vandana Building (4th Floor)11, Tolstoy Marg, Connaught PlaceNew Delhi 110 001, IndiaT +91 11 4151 9230; F +91 11 4151 9240E [email protected] www.nasscom.in