Expert NOC Service Quality & Experience Monitoring - Lahore

Expert NOC Service Quality & Experience Monitoring

• Near-to-Realtime monitoring of Network KPIs and engagement with concerned teams for resolution of identified problem areas.
• Service Quality & Experience Monitoring – Close to Realtime monitoring of Service Level Quality Indicators (KQIs) and Customer Experience Monitoring (CEM) via SmartCare for proactive identification of underlying problems causing adverse customer experience.
• Customer Complaints – First interface for access network related complaints between CX & Technology Teams including analysis & resolution of complaints for all customer segments and coordination within and outside technology.
• Escalate network performance issues to peer teams and technical management in a timely manner according to strict SLAs.
• To conduct routine performance audits of CS/PS RAN domains KPIs/KQIs and escalate abnormalities to concerned departments for permanent fix.
• Effective coordination with level-II teams for root-cause analysis (RCA Report).
• Perform post activity analysis and highlight KPIs/KQIs degradations.
• Comply with all the department level Standard Operating Procedures (SOPs) during the execution of tasks and carrying out all job-related duties.
• Preparation of benchmark reports during major events like Eid etc.
• Defining/managing customer counters & their alert triggering thresholds.
• To conduct technical analysis of the incoming customer complaints and to initiate necessary investigations by making use of in-house knowledge and experiences as per agreed defined SLA’s with stakeholders.
• Conduct in-depth CS/PS RAN KPIs analysis of all reported customer complaints that could be from any RAN technology and ensure routing of issues in pertinent domain.
• Communicate courteously with the complainant where essential to get profound insight of the issues encountered.
• Correlate degradations of services with network incidents, alarms and KPIs / KQIs while referring to concerned team for rectification.
• Coordinate closely on pending issues within technology teams and in parallel update commercial teams with the developments.
• Execute robust follow ups on corporate complaints in order to avoid any delay and close coordination with business sales division and key account managers to keep them updated regarding complaint status.
• Have substantial understanding of Radio parameters to analyse reports accurately and state essential part to commercial teams.
• Work under pressure and complete special projects within given deadlines.
• Understanding of SOC (Service Operations Centre) and CEM (Customer Experience Management) Operations in an integrated environment.

• 2 – 5 Years of Relevant Experience
• Have sound knowledge of all radio access network technologies i.e. GERAN, UTRAN, e-UTRAN, LTE as well as ample knowledge of products in MS-Office suite.
• Preferably have good understanding of Service Level Network Monitoring.
• Team Player
• Ability to work under pressure
• Willing to work at office 24*7 in rotating shifts